Customer Experience Technical Associate

Company Overview

team.blueis an ecosystem of 60+ successful brands working together across 22 European countries to provide its 3.3 million SMB customers with everything they need to succeed online by offering best-in-class expertise and services.

team.blue's brands are a mix of traditional hosting businesses that offer services from domain names, email, shared hosting, e-commerce, and server hosting solutions and, as specialist SaaS providers, adjacent products such as compliance, marketing tools, and team collaboration products. This broad product offering makes it a one-stop partner for online businesses and entrepreneurs across Europe.

Role:

Enartia, part of team.blue, looking for a Customer Experience Technical Associate who thrives at the intersection of technical support and genuine customer care. You'll be the go-to for our Hosting and related services across tickets, calls, and chats — solving problems, advising customers on growing their services, and turning their feedback into real product improvements.

Key Responsibilities:

• Provide technical support for Hosting and related services through tickets/chat/phone

• Partial infrastructure monitor

• 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

• Handling Cross sales / Up sales

• Provide customer feedback to the Managers in order to improve products, services, and customer satisfaction

• Advise Customers on developing their services

• Helping Migration Department with migrations

• Undertaking Developing Services

• Among other duties, periodically shall act outside basic responsibilities in order to help the company’s main target as well as develop within it.

Skills & Qualifications:

• 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 ofDNS 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.

"Come as you are"

Originally posted on Himalayas