Job Technical Support Consultant L1 @ Temps

 What we’re looking for

• Knowledge in managing Linux systems (CentOS, Debian, Ubuntu): proprietary package management systems, filesystems (ext3, ext4, xfs, NTFS, FAT32, ramdisk), proprietary configuration files, etc. ;
• Knowledge in managing Windows systems;
• A basic/ good understanding of network related concepts such as the TCP/IP stack, VLANSs, static routing;
• Good understanding of DNS, DHCP, NTP;
• A basic understanding of storage related concepts such as RAID schemes;
• Ability to code script and debug in Python or Bash is a plus;
• Excellent English writing and communication skills;
• Highly developed sense of integrity and commitment to customer satisfaction;
• Strong decision making and problem solving abilities, enjoy troubleshooting;
• Fast learner, keen for knowledge and curious;
• Willingness to work a flexible schedule and night shifts + weekends;
• Open to change - given the fast paced environment;
• Excellent team player and an independent worker as well.

What you’ll do

• Resolve product or service problems by: clarifying the customer's request, diagnosing the cause of the problem; collaborating with SysOps, NetOps, R&D, and Product Management, selecting and explaining the best solution to solve the request, and by following up to ensure resolution;
• Provide technical customer support, problem resolution and follow-ups in the ticketing system; ticket match-making with existing or new bugs/issues in JIRA and notifications for Q&A and Dev teams;
• Escalate troubleshooting requests to the next level of support when necessary;
• Official corporate communications in English for customers regarding outages, new releases and new features, in both written and oral mediums;
• Create and maintain knowledge-based articles and documentation on company’s internal wiki page (for fellow colleagues);
• Proactively act as continuous improvement agent for our products;
• Actively contribute to the team’s start-up by assisting in developing work-flows and procedures, and in the design of the process of creating unforgettable positive customer experience;
• Provide account support where required;
• Assist with placement of orders, refunds, or exchanges;
• Take part in special projects as needed.

We offer:

• Flexible hours;
• Informal, nonconformist work environment, lots of fun;
• Freedom of using technology to ease your work efforts;
• A lot of variety in your work;
• Assisted learning;
• Opportunity of and support for growing into new roles (SysOps, NetOps, R&D, Product Management, Marketing & Sales, etc. ) according to what you would like to do next.