1st Line Support Engineer - Dutch Speaker - Fully Remote job

About the company

Openprovider is an ICANN-accredited domain registrar and technology company founded in 2004 in Rotterdam, Netherlands. We are a fully-remote organisation with more than 100 team members spread across 20+ countries. Remote working means no office, no painful commuting, and no stressful traffic - all you need is yourself, a laptop, and a cup of coffee!

As a diverse and inclusive organisation, we support a healthy work/life balance and are constantly looking for new ways to help the well-being of our people. We support a flexible schedule and are 100% performance and result-oriented.

At Openprovider, we're not just a company; we're a mission-driven team dedicated to transforming the domain industry. We believe in providing a trusted digital identity to every business. 

Our innovative approach is reshaping the industry from a traditional transactional model to a more customer-centric, subscription-based approach. We pay subscriptions for music, newspapers, and movies - why should domains be any different?

Come join us on our journey to create a trusted digital world.

About the team

We're a team of support professionals located across the globe, and split into 1st line (mostly busy with quick, customer-facing tasks) and 2nd line (doing more lengthy technical things).

We're making our customers happy by ensuring they can solve issues themselves through self-service and providing them fast and effective solutions where needed. Our main job now is building the Knowledge Base, developing self-service tools for ourselves and customers, as well as growing our people's expertise to tackle more complex tasks on support level. We're looking for a organised, passionate support specialist, who is hungry to learn, figure out complicated things, loves communicating with people, and want to grow technical expertise

About the role

We’re looking for a 1st Line Support Engineer to assist our customers in both Dutch and English. Your mission? To ensure our customers stay happy and empowered — by helping them solve issues independently through self-service, and stepping in with fast, effective support whenever needed.

Key responsibilities

• Providing excellent quality of service to our customers and solving their problems effectively communicating via phone, chat and ticketing system;

• Solving a variety of tasks using internal toolsets around products like SSL certificates, domains, Plesk licenses and SpamExperts;

• Actively using, maintaining and improving our knowledge base, making it a single point of truth for customers and peers;

• Working closely with other departments around the world to solve customers' problems effectively & improve the quality of our products and services;

• Analysing your day-to-day operations and processes within the department to generate ideas on manual work automation and processes improvement;

• Actively learning, on your own and with the team, about our products, technologies, and tools;

• Taking care of abuse request and end user queue;

• Proactively participating in the team discussions.

What we are looking for

• 3+ years of experience in Customer Technical Support

• Fluent English and Dutch speaker

• Excellent written and spoken communication skills

• Proactive, polite & empathetic in communications with peers and customers

• Able to express thoughts well and grammatically correct

• Able to search, structure, systematize and put new and existing knowledge on paper

• Able to explain complicated things in simple words

• Able to work autonomously, without direct supervision

• Good at managing expectations of others

• Enthusiastic and willing to learn new things

• Great team player and has a good sense of humor

• Great SSL knowledge, about processes, errors and validations.

• Knowledge on Rare TLD processed

• Proper knowledge of Excel.

• Able to keep an SLA and work under pressure.

• NameServer & DNSSEC knowledge

• Mail server and mail filters knowledge / SpamExperts.

• API knowledge
  

Nice to have

• Experience in the Web hosting / Domains industry

• Ability to read and understand DNS zones / DNS resolving

• Understanding of Plesk licenses / management

• Experience with writing custom API based scripts

• Ability to read (API) logs

• Basic understanding of Linux

We offer

• Working hours: 9.00 - 17.30 CET

• 100% remote work (you can work from any location, no need to go to the office);

• Paid time off and sick leaves;

• International team and regular online and offline events to stay connected;

• Internal workshops, and knowledge-sharing sessions;

• Learning budget;

• Quarterly review and annual salary review.