Customer Support Technician

TL;DR

Customer Support Technician (IoT Retail): Remotely connecting with customers to identify root causes and resolve issues in software operating systems, databases, hardware, and infrastructure with an accent on diagnosing failures and troubleshooting settings and systems. Focus on interacting directly with clients via telephone and email, reporting bugs, and setting up VPN connections.

Location: Hybrid (two days working from home, three days in the office, plus freedom to work anywhere for up to two weeks a year)

Company

World’s leader in IoT and data technologies for commerce, helping retailers and brands become more efficient, intelligent, and sustainable through digitalization.

What you will do

• Remotely connect with customers to identify root causes and resolve issues
• Diagnose failures in software operating systems and databases
• Identify hardware or infrastructure problems
• Troubleshoot, solve, or escalate setting, software, or system problems
• Interact directly with clients via telephone and email
• Perform maintenance, troubleshooting, report bugs, and set up VPN connections

Requirements

• 1-2 years’ experience in a Tier II customer-facing technical support position
• Knowledge of TCP/IP networks
• Familiarity with operating systems, SQL, Unix, Linux, Windows, Azure Cloud
• Fluent English required
• National Diploma in IT
• Excellent verbal and written communication skills
• Ability to work in a virtual global team environment

Nice to have

• Any programming experience, especially front-end JavaScript
• Azure Cloud Services, Cloud Testing, PaaS, Cloud Computing

Culture & Benefits

• Generous paid time off: 35 days PTO
• Health & wellness benefits starting day one, retirement savings plans
• Family-first support and commute benefits up to $100/month
• Hybrid work model with flexibility
• Time off to volunteer, career growth via e-learning and workshops
• Philanthropy matching up to $500/year