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Technical Support Specialists

• Are you passionate about interacting directly with customers and helping to resolve their issues?
• Do you have what it takes to be part of one of the fastest growing tech companies?

As a Technical Support Specialist, you will handle customer service inquiries regarding products, services and troubleshoot issues in a professional and efficient manner. The selected candidate will follow established guidelines to support our commitment to providing world-class service;

Who we are:

We’re a privately owned, Tunis-based technology and IT support services company; composed of passionate and highly knowledgeable technical support professionals.

Since 2015, we are adding High value and providing a VIP customer experience to small & medium businesses in navigating web and Cloud services through our 24/7 live support services.

You Will Make an Impact By

• Answering all customer inquiries through various channels in a courteous and professional manner (telephone, chats and L1 support tickets in English & French)
• Carefully documenting each intervention and ensuring client satisfaction
• Performing accurate diagnosis of inquiries, provide appropriate solutions/responses based on defined procedures and anticipate unstated needs.
• Using appropriate systems and available resources as necessary to assist in responding to each request
• Supporting and assisting L2 and L3 agents with migration, translation, and other issues requiring communication with the client
• Helping to identify and report generalized issues (NOCs), either as they are reported by clients or as they appear on monitoring screens
• Participating in the provisioning of services requiring manual activation steps (such as SSLs and IPs)
• Identifying Sales opportunities
• Assisting new clients with onboarding, advising them on the right product according to their business and technical needs (web hosting & Domains)

Who you are:

• You are someone with a very solid understanding of our technologies, products, services, and systems.
• You are known for your analytical skills and Problem Solving.
• You are curious and passionate about learning new technologies
• You are a Team Player
• You are quick to build partnership/relationship with everyone
• You are an effective communicator, commended for your soft skills
• You thrive in dynamic & energetic environments

Qualifications:

• Experience in a call center or in a related technical field (such as hosting) is highly preferred
• French / English Language Full proficiency
• Excellent written and verbal communication skills in French / English
• Bachelor degree or equivalent experience required
• Self-motivation, as well as the ability to work in a team environment
• Problem solving skills
• CPanel, WHM, Linux, WordPress, Web and Cloud technologies strong asset

What we offer:

• A growing tech company, with driven, passionate people and a shared purpose.
• A modern Work From Anywhere approach to working remotely and an office in Tunis, should you choose to work from there.
• Group insurance, personal days, Meal vouchers & other perks
• Highly collaborative work environment with a proactive leadership team
• A social committee that organizes fun events (like parties and team-building outings etc.)
• 6-weeks paid training and onboarding for all new employees
• Transportation provided for late/night shift staff

Apply today and take advantage of this exciting opportunity to be a part of this global, fast-paced and dynamic organization

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