Remote Technical Supporter
Vor 5 Tagen
For a permanent **fully remote work **position, we are looking for an experienced
Remote Technical Supporter (w/m/d)
In this role, you act as the first line of contact with clients and end-users across the globe, provide the most user-facing aspect of the business, and work to resolve all issues proactively and reactively.
**Your Qualifications**:
- **3+ years’ work experience, ideally in an international Tech environment with remote working culture**:
- **Good understanding of best practices from ITIL frameworks**:
- Basic programming skills are a plus
- **Willingness to work on shifting schedule with 24/7 support**:
- **Interest in Blockchain Technology**:
- Customer and service-oriented personality with an independent and organized way of working
- Strong sense of ownership, responsibility and accountability urgency
- Flexible and likes to work in a fast-paced, changing and dynamic international environment
- **Fluent in English**
**Your Responsibilities**:
- Handling incidents, and service requests in the ticketing tool Jira
- Responsible for the first level of support, including triage and troubleshooting, resolution, and assignment when necessary to second or third-level support and third-party vendors
- Executing initial analysis on the tickets to determine the right priority of the issues
- Handling requests and issues in community channels such as Telegram and Discord
- Responsible for all tickets from open to resolution ensuring delivery within the Service Level Agreements
- Prioritizing and escalating to the further level of support, or management team, as well as contacting third-party suppliers based on business impact and following the documented guidelines and operating procedures
- Logging of incident and service request tickets as well as problem and change ticket
- Providing monitoring of system performance in the infrastructure based in Cloud Computing including network, investigating, and troubleshooting issues and making recommendations to improve system performance
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