Job Description

Job Summary

Provides frontline technical support to customers by troubleshooting infrastructure issues, resolving technical and billing inquiries, and ensuring high levels of customer satisfaction. Works closely with internal teams to maintain system reliability, improve processes, and enhance the overall customer experience in a 24/7 support environment.

Essential Duties & Responsibilities

• Serves as the first point of contact for customers through multiple support channels
• Troubleshoots technical issues related to cloud infrastructure and systems
• Researches, resolves, and escalates customer issues with urgency
• Ensures system availability and works to quickly restore services when disruptions occur
• Communicates effectively with customers to understand issues and provide solutions
• Collaborates with internal teams to improve support processes and customer experience
• Maintains and improves technical knowledge through training and continuous learning
• Identifies opportunities to enhance workflows and operational efficiency

Minimum Requirements

• Minimum 3+ years of experience in technical customer support
• Strong troubleshooting and analytical problem-solving skills
• Experience with ticketing systems (e.g., ServiceNow, Zendesk)
• Knowledge of Linux and Windows server environments
• Experience with virtualization technologies (e.g., VMware, Hyper-V)
• Understanding of networking concepts (OSI model, ports, protocols)
• Familiarity with operating systems, command-line tools, and control panels (e.g., cPanel, Plesk)
• Relevant certifications (e.g., CompTIA, LPI) preferred
• Strong written and verbal communication skills

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