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Czech Speaking Technical Support
€1700 gross per month
We are looking for talented people with a growth mindset, a passion for solving complex issues
and obsession for customer happiness.
We are looking for engineers who love putting out fires – people who thrive under difficult and
challenging circumstances, who enjoy getting involved in tough situations and learn at the same
If you love technology and believe that your abilities can be developed through effort and
persistence, and it makes your day when a customer or peer thank you for your help, this may be
the career opportunity for you.
The training period is 4 weeks and will be done in English. It has a duration of 8 hours per day and the starting times may vary between 08:30h and 09:30h, depending on your group.
During the training you will receive an insight into your future work field which will include:
Integration into the team; Training for new computer software programs;
Comprehensive product training about products and services of the client;
Customer management training for telephone, e-mail and/our chat contact;
On-the-job training and independent implementation
You will be responsible for delivering exceptional technical support to our Enterprise customers. Your role encompasses problem identification, investigation, and resolution, both over the phone and through web-based channels.
When necessary, you'll collaborate with colleagues, involve subject matter experts, or escalate issues to Engineering (Product Groups) and Management.
Your daily tasks will involve a combination of providing technical expertise, fostering effective communication, and maintaining a service-oriented approach. You'll also have the opportunity to specialize in specific areas and receive guidance and mentorship from your peers of training content.
Your daily routine includes:
Taking ownership of new cases and escalations promptly.
Assisting Enterprise customers, partners, and fellow engineers.
Defining the scope of customer issues and support boundaries by gathering relevant information.
Conducting thorough research to investigate problems, with the option to collaborate with other teams.
Consulting with colleagues, handing over cases if necessary.
Escalating issues to management when appropriate, acting as a customer advocate, and keeping customers informed.
Collaborating with management and engineering to address service issues, produce bug fixes, and develop test cases as needed.
Ensuring that each support request you handle adheres to our Service Level Agreement (SLA) and achieves the highest customer satisfaction by managing expectations and delivering on commitments.
Documenting your technical work and research in a comprehensive manner.
Proactively addressing customer satisfaction concerns before they escalate into problems.
- Strong knowledge of Office 365 in an Enterprise environment – particularly, Exchange Online.
- Foundations knowledge on Networking, Protocols, Authentication (Basic, Kerberos, NTLM) and PowerShell.
- Experience working with Office 365 Directory Synchronization tool (DirSync), Microsoft Azure Active Directory Connect tool (AD Connect).
- Experience working with DNS - Types or records, record creation, DNS management, DNS troubleshooting.
- Experience reading network captures/analysis.
- Experience working with Active Directory - FSMO Roles, Active Directory Domains and Trusts, Active Directory Sites and Services.
40 Hours per week (8 hours per day with an additional lunch break hour) on a rotational shift pattern, Monday to Friday from 08:00am to 18:00pm.