CUSTOMER SUPPORT SPECIALIST

Overview.
Do you want to work in an environment that is obsessed with making customers and employees happy? Do you want to be part of a global mission to revolutionise commerce and payments? If you do,then this role could be for you….
We don’t just provide world class commerce and payment services, we generate revenue for our customers, and we help them grow.
We have recently integrated  several other tech businesses to help us to continue to grow and dominate the market as we set about our mission of being a world leader.
We know that it’s our people that differentiates who we are and what we do…and that is why we are keen to hire world class talent like you.
Role.
The Customer Support Specialist, must provide a turnkey support role to all HOIST installed  base customers, on the multiple platforms/services HOIST hosts and serves.
As a technical engineer, must be ready to engage on all types of Tier1 related enquires, by quickly and  effectively gather the necessary information to put in motion the according issues root cause investigation, and either resolve the customer’s issue or redirect/escalate to the correct upper Tier levels within the organization.
As the first/second point of contact for HOIST customers, the Customer Support Specialist must provide all types of assistance, to those experiencing technical issues with the  systems platforms that Hoist have accepted contractual responsibility for, including among others, remote troubleshoot/analyses, and proper systems operational assessments,  striving to provide the highest level of technical customer service to the customer whilst demonstrating excellent levels of technical skill to resolve issues accurately and quickly.
What will you do.
Provide Tier1 support levels via phone, email, tickets, or other needed methods on HOIST managed solutions, logging customer requests (CR) or incidents, or simply follow up/update customers on case status.
Analyse data to determine issues root causes of problems and resolve them from remote, using as required diagnostic testing and software equipment.
Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course delivery.
Carrying out screen-sharing to help customers get set up and operational.
Carrying out remote assistance to onsite partners during interventions.
Empowering customers by promoting Knowledge base and self service.
Organize and make Change Requests for our Customers.
Work with senior engineers on escalated tickets.
Log and escalate calls with third parties where required, ensuring communication back to the customer.
Maintain Customer data up to date on internal systems (CRM, Ticketing, Technical Tools, etc.).
What are we looking for? Excellent analytical and problem-solving skills, with the ability to multitask, with solid troubleshooting experience.
Able to work in an omnichannel environment.
Exceptional customer service and confident communication skills, customising your interaction to the individual customer personalities and contexts.
Strong work ethic and ability to work efficiently and effectively with minimal supervision.
Ability to work in a fast-paced environment with excellent organizational skills.
Able to work to targets (SLA’s).
Basic technical background in Engineering for TCP/IP | Networks (Switching, Routing).
Wide proven experience of remote support, collaborating with customers, partners, and internal teams.
Preferred experience in network operations or on field operations.
Preferably familiar with some types of production environments and common industry brands & variants of hardware assembly and configuration.
Enthusiastic and a great attitude towards learning.
Experience managing service and/or operational level agreements with strong customer  service, interpersonal and active listening skills.
A high standard of written and spoken English (additional languages such as.
French, German, Italian, Spanish, is a plus) and attention to detail.
Able to work with non-technical customers and technical customers alike.
Preferably with network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others).
Preferably with a B.
.
or equivalent science/IT degree preferred What can you expect from us? A permanent job contract for a long term project Tech equipment + SIM Card + personal smartphone Health and Life Insurance Social events and team buildings The commitment of letting you grow with us, and be rewarded accordingly A dynamic and young team that will be always there to support you Training in the latest technologies Coffee, fruits, snacks and a warm welcoming when you pass by the office