Team.blue was created in June 2019 by the merger of regional leading hosting providers Combell Group, Register Group and TransIP Group and offers digital presence and enablement tools such as domains, hosting, email, VPS and applications to over 2 million SME, SoHo and developer customers across Europe. The group consists of several well-known and respected brands, spanning across thirteen European countries and operating under several brand names for each jurisdiction – with a bloodline that represents total commitment to customers. The group consists of several well-known and respected brands, with more than 30 brands across Europe and over 3,000 employees.
For our company Keliweb, we are looking for a Customer Care Agent 1st Level.
Role:
The role involves handling first/second-level customer support requests, requiring a proactive approach to training, change, and teamwork.
The job location will be Rende, Bergamo, or fully remote.
Responsibilities:
* First and second-level technical support via the ticketing system, with possible customer phone contact for technical/administrative issues. Pre- and post-sales/renewal administrative assistance.
* Coordination with Keliweb PU-teams, Authority for assistance related to domains and additional services.
* Develop solutions based on defined project specifications.
* Responsible for implementation, documentation creation, and knowledge transfer.
* Customer feedback system.
* Use of customer support and business intelligence tools.
Requirements:
* Excellent knowledge of main IT tools and the internet.
* Strong communication skills.
* Strong analytical and problem-solving skills.
* Goal-oriented mindset.
* Sales techniques knowledge.
* Good knowledge of English.
* WordPress knowledge preferred.
* Knowledge of Joomla, PrestaShop preferred.
* Familiarity with main web protocols (http/https, imap/pop3/smtp, ftp) preferred.
* Knowledge of SSL certificates, DNS systems and record types; use of dig for name resolution recommended.
* Whois system knowledge.
* Customer satisfaction principles.
* Ability to work both in a team and independently, including remote work.
* Availability to work shifts from Monday to Sunday, between 8:30 AM and 8:00 PM.
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