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Required IT Support Specialist - Help Desk
Our Service Desk group provides advanced Linux and Windows computing services support to the company.
What will your job look like:
Serve as the first point of contact for customers seeking technical assistance over the phone or in the ticketing system
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures.

We're hiring a Global Customer Support/Experience (SaaS B2B) Lead who stands out from the crowd, bringing extensive experience in customer support management. As a key player in our customer-facing unit, you'll take charge of a team of experience / support agents, delivering an innovative solution designed to outsmart fraud using cutting-edge technology. Our mission is to provide our clients with the strongest defense against chargebacks, driving up their revenue and profit margins. Join us as we embark on this exciting journey to redefine the battle against fraud.

Your Arena:
Manage and lead an offshore team of customer experience/support agents, promoting a culture of excellence to ensure the continuous delivery of top-tier customer service around the clock.
Drive the development and implementation of support protocols, policies, and procedures to enhance both operational efficiency and effectiveness aiming to empower our end-users.
Create and continuously monitor and analyze key performance metrics and indicators to ensure both commercial and strategic targets are consistently met or surpassed.
Conduct regular performance evaluations of team members and provide constructive feedback and coaching to team members ensuring continuous quality improvement.
Review and monitor requests to create and promote data-based self-service plans aiming to reduce the number of cases and improve overall efficiency and unit economics.
Build and maintain an ever-growing knowledge base, documenting best practices, frequently asked questions, product videos, and resolution strategies to empower the support team, improve efficiency, and cater to the companys growth.
Onboard and mentor new employees, enrich team training and knowledge Guide and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards.
Proactively provide hands-on assistance and guidance to team members, offering support in handling escalated customer inquiries or resolving issues promptly and effectively.
Closely collaborate with other departments, such as Customer Success, Operations, and Sales, to both address customer needs and contribute to overall product and offering evolution.

Join our dynamic and innovative IT team as a Senior Network Engineer, where you will play a critical role in designing, implementing, and maintaining complex network infrastructures for both our internal operations and our diverse client base. You will leverage cutting-edge technologies to enhance our product offerings and ensure optimal performance and security. This role demands a highly skilled professional capable of providing expert-level support and solutions in a fast-paced environment.

Responsibilities:

Configure and manage firewalls, routers, and switches.
Develop and implement complex networking solutions.
Design and manage data center networks.
Install, configure, and optimize servers.
Provide Linux and Windows Server administration.
Internal Infrastructure maintenance.
Server Configuration management.
Perform advanced network troubleshooting.
Analyze packet captures.
Communicate with clients, vendors, and support teams.
Provide Tier-2 client support.
Implement and manage network monitoring.
Utilize log analysis and visualization tools.
Develop and maintain automation scripts.
DataCenter hands on experience and Backup Tape management.
Work with Virtual Machines.

As a Tier 2 Support Engineer, you will be responsible for managing global customer technical issues, overseeing internal escalations, maintaining the knowledge base, providing product feedback, and leading support-related projects.

Responsibilities:

Take ownership of technical issues and provide tier 2 support for major financial clients.
Handle complex troubleshooting, investigations and debugging, particularly in Fluent code.
Implement configuration modifications and thoroughly document troubleshooting and resolution steps.