Position: Customer Support Agent
Company: Omilia Natural Language Solutions Ltd
Experience required: 1y
English level: upper

Description

— Work across multiple platforms and products and respond to inquiries from the customers according to the SLAs;

— Be well-versed with the company’s Knowledge Base and perform an effective search for helpful information;

— Work independently on the incoming requests and identify the need for assistance when necessary in accordance with the SOPs;

— Work set hours in shifts (07:00-15:00, 15:00-23:00, 23:00-07:00) (GMT+3 Greek time zone);

— Run a background check of the previous cases reported by the customer;

— Build meaningful custom responses with regard to support case history;

— Gather context information and store it in Ticket Properties and Private notes of the ticket;

— Work on increasing the KB as per the assignments from the KB coordinator and KB ambassador in support;

— Work on Trello tasks when required;

— Attend support meetings;

— Keep track of the articles in Support Digest and consider them in the process of work.

— Ability to investigate and solve issues on the client-side remotely.



Required Skills

— Good knowledge of English, both spoken and written, as you mostly be communicating with English speaking customers;

— technical IT background (minimum 3 years) and support experience are a must;

— at least 1 year of experience as a customer support;

— Must be able to maintain a specific level of punctuality;

— Frustrated people should make you compassionate, and you should enjoy the process of turning an anxious customer into a happy one;

— You have to be a good writer who enjoys the process;

— Must be able to provide quality customer service even to difficult or abusive customers, on occasion, while still maintaining a strict level of professionalism;

— Must be able to conduct data search efficiently and effectively while working within specific time constraints;

— A stable internet connection. (no-less 100mbps, backup internet channel).



Nice to have

— Experience in Networking: firewalling, VPN, TCP/IP, HTTPS, SSL protocols, DNS

— Experience in developing and maintaining technical documentation

— Experience in containerization (Docker, etc.)

— Experience in a customer-facing role

— Familiarity with Cloud concepts such as AWS/MS Azure or Google Cloud Platform

— Linux OS extended experience

— Experience in telephony protocols such as SIP or VoIP

Good to have/you will learn:

— Basic experience with databases, SQL DBMS

— Familiarity with help desk software (eg. Jira)

— Experience in Monitoring Systems such as Nagios/Icinga/Zabbix or Sensu/Prometheus/grafana

— Experience in Web and Application Server Tools administration

— Basic skills in Bash



Benefits

— A full-time remote position that will require availability to work 40-hours per week;

— Mostly 8-hours working shifts (including night & weekend shifts fairly divided between all 24/7 team members);

— 2 days off per week guaranteed;

— Attractive compensation package;

— 24 vacation working days;

— With Omilia, you will work within a great team of like-minded young people, working hard and enjoying every bit of it, contributing to drastic shifts in how consumers communicate with organizations all over the world!

— With Omilia you will be able to travel to Greece for team buildings at our amazing HQ offices!