Customer Experience Technical Associate

About the Position

Customer Experience Technical Associate

team.blue Greece, part of Enartia, is seeking a Customer Experience Technical Associate to join our team. This role is fully remote and focuses on providing technical support and enhancing customer experience for our hosting and related services.

Responsibilities

• Provide technical support for Hosting and related services through tickets, chat, and phone.
• Partial infrastructure monitoring.
• Mentoring HelpDesk Agents.
• Inform HelpDesk about widespread problems and keep them updated.
• Escalate tickets to Infrastructure.
• Report bugs to Developers.
• Report probable Infrastructure Incidents to the infrastructure department and to the Managers.
• Handle cross-sales and up-sales.
• Provide customer feedback to Managers to improve products, services, and customer satisfaction.
• Advise customers on developing their services.
• Assist the Migration Department with migrations.
• Undertake developing services.
• Periodically act outside basic responsibilities to help the company’s main target and develop within it.

Requirements

• Good knowledge of Linux and Windows operating system environments.
• Good knowledge of web and DB servers, such as Apache, MySQL, and MSSQL.
• Good knowledge of mail services, such as postfix, dovecot, smtp, imap, pop3, sieve.
• Good knowledge of DNS services, such as Bind, powerdns.
• Expertise with Plesk or Cpanel.
• Expertise with monitoring systems such as nagios, prometheus is a plus.
• Expertise with CMS such as WordPress, Joomla, etc.
• Good knowledge with nodejs, Ruby on Rails, CDN, virtualization, etc.
• Expert troubleshooting skills and strong attention to detail.
• Exceptional written and verbal communication skills in Greek and English.
• Cooperation skills and team spirit.
• Self-leadership skills and ability to take initiative.
• Provide professional and friendly customer support.

Nice to Have

• Monitoring systems
• CMS
• Cooperation skills
• Team spirit
• Self-leadership
• Initiative

We Offer

• Fully remote work.
• Diverse and inclusive work environment.
• Commitment to environmental and social responsibility.

About the Company

team.blue Greece is part of Enartia, a group of brands focused on domain registration, hosting, WordPress, and cloud services. Our mission is to change the online presence experience one idea at a time. We are based in The Science and Technology Park of Crete (STEP-C) within the Foundation of Research and Technology (FORTH), in Heraklion, Crete.

Diversity & Inclusion

"Come as you are." Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.

ESG

"At team.blue, our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact? Check it out here.”