1st Line Support Engineer (with Spanish) - Remote Job

Job description

About the company

Openprovider is an ICANN-accredited domain registrar and technology company founded in 2004 in Rotterdam, Netherlands. Now we are a team of 70 people, working fully remotely from the Netherlands, Spain, Russia, Sri Lanka, India, Poland, and Australia.

All Openprovider employees work on a fully remote basis and without any geographical limitations. You don’t have to go to the office each day and deal with traffic or painful commutes. All you need is yourself, a laptop and a cup of coffee.

We support a healthy work/life balance and constantly strive to improve this aspect more and more every day. We support a flexible schedule and are 100% performance and result-oriented.


About the role

You will join the Customer Support team of Openpprovider and will report to the Head of Support. Your mission will be to grow Openprovider as a self-service platform while delivering the best quality support in the branch.


Responsibilities

  • Ensure Openprovider service availability and customers’ satisfaction by resolving customers’ issues quickly and correctly, properly assessing and timely escalating the rest to the right people

  • Maintain and improve knowledge base increasing self-service for internal and external customers

  • Improve internal processes and generate automation proposals to reduce support workload

  • Work according to the KCS guidelines in order to contribute towards the goals of “0 Support”.

Job requirements

Competences / Mindset:

  • Written and spoken English 

  • Written and spoken Spanish 

  • Strong written and spoken communication skills

  • Accountability for his/her work and actions

  • Ability to search, gather, structure and systematise new and existing knowledge well and put in on paper

  • Empathy with peers and customers

  • Managing others' expectations

  • Proactiveness in day-to-day operations & communications with peers and customers

  • Politeness and patience in communications with peers and customers

  • Being able to multitask (phone, chat, email) and stay focused on daily work

  • Able to understand and assess the impact of an issue accordingly and escalate it to the correct department if necessary

  • Capacity and willingness to learn and improve his/her soft/hard skills and techniques

  • Ability and desire to work efficiently without direct supervision


Nice to have (not required):

  • Experience in Customer Support 

  • Experience in the web domains industry 

  • Ability to read and understand dns zones / dns resolving / nameservers

  • Spamexperts / Mailservers / mailheaders

  • Understanding of Plesk licenses / management

  • Experience with writing custom API based scripts

  • Ability to read (API) logs

  • Basic understanding of Linux

  • Written and spoken English


We Offer

  • Full-time position, 40 hours/week
  • Fully Remote work (you can work from any location and don`t need to go to the office)
  • International team and regular online events to stay connected
  • Quarterly review and annual salary review
  • Annual bonus


Our core values