Customer Experience Technical Assistant
About The Position
The Customer Experience Technical Assistant provides technical support for hosting services and related technologies through tickets, chat, and phone. The role includes troubleshooting complex technical issues, partially monitoring infrastructure, and serving as a technical contact for customers and colleagues. The assistant supports and mentors HelpDesk agents, communicates widespread problems, and collaborates with infrastructure, development, migration, and management teams to resolve issues and improve service quality. The position also involves advising customers on developing their services, handling cross-sales and up-sales, assisting with migrations, and contributing to service development and ongoing projects. The role may periodically extend beyond basic responsibilities to support the company’s main objectives and the employee’s development.
Requirements
- Good knowledge of Linux and Windows operating systems.
- Expertise with Plesk or cPanel.
- Self-leadership skills and the ability to take initiative.
- Good knowledge of web and database servers, such as Apache, MySQL, and MSSQL.
- Good knowledge of mail services, such as Postfix, Dovecot, SMTP, IMAP, POP3, and Sieve.
- Good knowledge of DNS services, such as Bind and PowerDNS.
- Expertise with CMS platforms such as WordPress and Joomla.
- Expert troubleshooting skills and strong attention to detail.
- Exceptional written and verbal communication skills in Greek and English.
- Cooperation skills and team spirit.
- Ability to provide professional and friendly customer support.
Responsibilities
- Provide technical support for hosting and related services through tickets, chat, and phone.
- Perform partial infrastructure monitoring.
- Mentor HelpDesk agents.
- Inform the HelpDesk about widespread problems and keep agents updated.
- Escalate tickets to Infrastructure.
- Report bugs to developers.
- Report probable infrastructure incidents to the infrastructure department and managers.
- Handle cross-sales and up-sales.
- Provide customer feedback to managers to help improve products, services, and customer satisfaction.
- Advise customers on developing their services.
- Help the migration department with migrations.
- Undertake the development of services.
- Periodically assist with duties outside basic responsibilities to support the company’s main objectives and personal development.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
