Provides frontline technical support to customers by troubleshooting infrastructure issues, resolving technical and billing inquiries, and ensuring high levels of customer satisfaction. Works closely with internal teams to maintain system reliability, improve processes, and enhance the overall customer experience in a 24/7 support environment.
Essential Duties & Responsibilities
Serves as the first point of contact for customers through multiple support channels
Troubleshoots technical issues related to cloud infrastructure and systems
Researches, resolves, and escalates customer issues with urgency
Ensures system availability and works to quickly restore services when disruptions occur
Communicates effectively with customers to understand issues and provide solutions
Collaborates with internal teams to improve support processes and customer experience
Maintains and improves technical knowledge through training and continuous learning
Identifies opportunities to enhance workflows and operational efficiency
Minimum Requirements
Minimum 3+ years of experience in technical customer support
Strong troubleshooting and analytical problem-solving skills
Experience with ticketing systems (e.g., ServiceNow, Zendesk)
Knowledge of Linux and Windows server environments
Experience with virtualization technologies (e.g., VMware, Hyper-V)
Understanding of networking concepts (OSI model, ports, protocols)
Familiarity with operating systems, command-line tools, and control panels (e.g., cPanel, Plesk)