Follow established guidelines or checklists to answer routine customer requests and suggest or promote alternative products or services;
Refer customers to published materials and secondary sources (i.e. support portal, forum) so that customer enquiries are answered accurately and promptly;
Follow established internal procedures, regulations and quality standards in order to provide high quality technical support and assistance regarding Company's products and services to partners’ engineers or B2B customers;
Professionally communicate with customers and partners in local and in English language to quickly respond to their calls, web cases, e-mail and provide prompt resolution to ensure customer satisfaction;
Perform registration, classification and prioritization of phone and self-service requests through given systems;
Manage customer inquiries, troubleshoot customer issues and using appropriate reference materials and internal knowledge documents, research what may be the root cause of a problem;
Escalate requests to higher support level groups according to the internal procedures;
Promptly notify line management of exceptional technical issues.
Job Requirements:
Required technical skills:
Basic knowledge in:
MS SharePoint;
MS Teams;
MS Exchange;
MS SQL;
Microsoft OS (Server 2008+ and Windows 7+) at a system administration level;
Corporate networking infrastructures, including DNS, group policy, and AD structure etc.;
Troubleshooting skills including the ability to analyze logs, traces, and dump files;
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