Position: Technical Support agent
Company: GeeksForLess Inc.
Category: Support
Experience required: no_exp
English level: upper

Main Responsibilities:
Respond to customers’ requests (in a quick and efficient manner)
Provide technical assistance with platform Web applications
Troubleshoot web and email issues
Provide support, following procedural documentation/templates
Set up email accounts in Mail Clients and deal with login/acсess issues
Work continuously on a task until completion
Check the status of the problem and provide customers with the updates
Prioritize and manage several open cases at one time
Provide Tier1-2 support — include deep investigation, provide a workaround to various problems
Escalate issues to the Tier 2 team when necessary with all relevant and required information
Document FAQs and training guides for internal use.

Mandatory Requirements:
Strong troubleshooting and critical thinking skills, the ability to think logically.
A strong focus on customers’ satisfaction
Upper-intermediate verbal and written English skills
Attention to details
Strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
Understanding of standard support procedures for proper reporting, escalation, and follow up
Ability to work in different shifts
Knowledge of TCP/IP, DNS, and other networking concepts (HTTP and HTTPS)
Basic understanding of the Windows environment
An understanding of IP protocols and DNS
Most popular Linux commands/utilities