Position: Technical Customer Support Representative

Location: Lisbon, Portugal

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Assist enterprise customers, partners and engineers, using various channels
• Respond to customers queries in timely and efficient manner
• Identify the customer issue(s) & potential level of support by gathering relevant information
• Conduct thorough research to investigate problems, with the option to collaborate with other teams
• Escalate the issues to management when appropriate, acting as a customer advocate, and keeping customers informed
• Collaborate with management and engineering teams to address service issues, produce bug fixes, and develop test cases as needed
• Ensure that each support request you handle adheres to client’s Service Level Agreement (SLA), while achieving the highest customer satisfaction by managing expectations and delivering on commitments
• Document your technical work and research in a comprehensive manner
• Proactively address customer satisfaction concerns before they escalate into problems.

REQUIREMENTS:

• Native/fluent in Polish, both verbal and written. Fluent in English (at least B2 level)
• Strong knowledge of Office 365 in an Enterprise environment – particularly, Exchange Online
• Foundations knowledge on Networking, Protocols, Authentication (Basic, Kerberos, NTLM) and PowerShell
• Experience working with Office 365 Directory Synchronization tool (DirSync), Microsoft Azure Active Directory Connect tool (AD Connect)
• Experience working with DNS - Types or records, record creation, DNS management, DNS troubleshooting
• Experience reading network captures/analysis
• Experience working with Active Directory - FSMO Roles, Active Directory Domains and Trusts, Active Directory Sites and Services
• Resourceful personality that can adapt and remain calm in all situations
• Ability to work independently, while being team player at the same time
• Working schedule: Monday to Friday, rotational shifts in timeframe 08 AM - 06 PM (40 hours a week).

BENEFITS:

• Excellent remuneration package based on experience, skills and performance
• Private health insurance after contract signature
• Relocation support with possibility of using subsidized company accommodation
• Discretionary bonus based on KPIs
• A dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
• Guidance and tools to reach your full potential.