1st Line Support Engineer (speaking Spanish & English) – Fully Remote Job

Barcelona, Barcelona provincia

About the company

Openprovider is a wholesaler of domains, extensions, Plesk licenses, and other flexible solutions through our user-friendly, fully automated platform.

The company was founded in 2004 in Rotterdam, Netherlands. Now we are a team of 60 people, we have offices in the Netherlands, Spain, Russia, and India.

At Openprovider we love IT in everything we do. Our why reflects this: Do what you enjoy, and we automate the rest! Customers notice this by giving us high grades & long-term partnerships. In the past years, we have been growing significantly year on year becoming one of the largest domain & SSL wholesalers in Europe.


About the team

We’re a team of support professionals located across the globe in the Netherlands, Spain, Russia, and India, split into 1st line (mostly busy with quick, customer-facing tasks) and 2nd line (doing more lengthy techy things).

We’re making our customers happy by ensuring they can solve issues themselves through self-service and providing them fast and effective solutions where needed.

Our main job now is building the Knowledge Base, developing self-service tools for ourselves and customers, as well as growing our people’s expertise to tackle more complex tasks on support level. We’re looking for a self-organized, passionate support specialist, who is hungry to learn, figure out complicated things, loves communicating with people, and want to grow technical expertise


About the role


Mission:
Grow Openprovider as a self-service platform while delivering the best quality

support in the branch.


Goals:

  • Ensure Openprovider service availability and customers’ satisfaction by resolving
  • customers’ issues quickly and correctly, properly assessing and timely escalating
  • the rest to the right people
  • Maintain and improve knowledge base increasing self-service for internal and
  • external customers
  • Improve internal processes and generate automation proposals to reduce support
  • workload
  • Work according to the KCS guidelines in order to contribute towards the goals of “0
  • Support”.


Competences / Mindset:

  • Written and spoken English (Advanced and up – mandatory)
  • Written and spoken Spanish (Advanced and up – mandatory)
  • Dutch or Russian are a strong plus (but not mandatory)
  • Strong written and spoken communication skills
  • Accountability for his/her work and actions
  • Ability to search, gather, structure and systematize new and existing knowledge well and put it on paper
  • Empathy with peers and customers
  • Managing others’ expectations
  • Proactiveness in day-to-day operations & communications with peers and customers
  • Politeness and patience in communications with peers and customers
  • Being able to multitask (phone, chat, email) and stay focused on daily work
  • Able to understand and assess the impact of an issue accordingly and escalate it to the
  • correct department if necessary
  • Capacity and willingness to learn and improve his/her soft/hard skills and techniques
  • Ability and desire to work efficiently without direct supervision


Skills:

  • Experience in the web domains industry
  • Ability to read and understand dns zones / dns resolving / nameservers
  • Spamexperts / Mailservers / mailheaders
  • Understanding of Plesk licenses / management
  • Experience with writing custom API based scripts
  • Ability to read (API) logs
  • Basic understanding of Linux


We Offer:

  • Full-time position, 40 hours/week
  • Fully Remote job
  • International team
  • Company laptop (MacBook)

 

Openprovider

Salario:

Tags: Remoto

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