Cloud Technical Support Engineer L1
6 months ago
**About the role**:
**Job Purpose**:
The Customer Support Specialist is the single point of contact between the service provider and the customer for the day-to-day activities.
Provides technical support services to customers, responds to customer questions regarding operation and malfunctions, and advises customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.
**Key Activities & Deliverables**:
- Delivers remote (e.g., telephone, online) post-sale troubleshooting and diagnostic support services to ensure that all products and services function properly
- Resolves technical support inquiries directly or indirectly through onsite and/or remote first-level support representatives
- Provide timely and professional technical support for all IT incidents and changes related to all Cloud Offers.
- Ensuring customer satisfaction in every step of problem resolution.
- Perform technical escalations in line with our Fault Management policy.
- Liaise with other relevant internal departments to ensure all incidents are managed properly.
- Real time monitoring: incident detection and analysis, logging of the faults in the relevant.
**About you**:
**Job Skillset**
**Education and Experience**:
- Bachelor's degree in Engineering or equivalent experience
- 1-3 years’ Customer Service Experience is a plus.
- Certificate is a plus: CCNA, AWS - Fundamentals
**Technical Knowledge**
- Networks Fundamentals (CCNA Knowledge)
- Broad knowledge of virtual environments & Cloud Computing Basics
- Proven experience with troubleshooting and diagnosing problems
- Advanced knowledge /Certificate in different technology is a plus
**Soft Skills and Abilities**:
- Proficient English, and French is a must
- Clear Communication Skills with ability to use positive language
- Strong telephone etiquette skills
- Excellent customer service skills
- Knowledge of common concepts, practices, & procedures for end user technical support.
- Strong problem solving and research skills
**Contract**:
Regular
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