Customer Support Technician

This is a fully remote position, open to applicants in Europe.

📋 Description

• Deliver first and second line technical support and address Tier 2 escalations as necessary

• Assist customers through email, live chat, Slack, WHMCS ticketing, and occasionally by phone

• Troubleshoot issues related to VPS connectivity, remote access, operating systems, software, hardware, and networking

• Identify and resolve problems while adhering to SLAs and response time requirements

• Gather IP addresses, error messages, screenshots, system details, and connection information

• Handle multiple customer inquiries while ensuring customer satisfaction

• Keep track of open issues and follow up until they are resolved

• Guide customers through the installation, configuration, and utilization of products and services

• Clarify technical concepts and troubleshooting steps for both technical and non-technical users

• Escalate intricate issues with comprehensive diagnostic information and thorough documentation of troubleshooting steps

• Collaborate with the larger IT team on complex technical challenges

• Adhere to and enhance processes, procedures, and troubleshooting documentation

• Create and update knowledge base articles, troubleshooting guides, technical documentation, and internal processes

• Document customer interactions, troubleshooting steps, issues, and resolutions

• Convey customer feedback to enhance products, services, and support processes

• Assist with IT projects and technical initiatives

• Participate in a rotating on-call schedule for internal and customer production issues

• Provide technical guidance and product information to support sales inquiries

⛳️ Requirements

• Experience in technical customer support, IT support, help desk, or a related role

• Strong troubleshooting and problem-solving skills

• Exceptional written and verbal English communication abilities

• Proactive mindset and authentic desire to assist customers in resolving technical issues

• Patient, professional, and empathetic demeanor when interacting with customers

• Capability to communicate effectively with customers of varying technical expertise

• Proficiency in managing multiple customer inquiries while ensuring accuracy and satisfaction

• Strong organizational skills; ability to prioritize tasks, meet deadlines, and respond promptly

• Capacity to work independently as well as collaborate with a technical team

• Ability to clearly document troubleshooting steps, processes, instructions, and resolutions

• Familiarity with ticketing or customer support platforms such as WHMCS, Jira, Zendesk, ServiceNow, or Freshdesk

• Skill in gathering and documenting complete diagnostic information prior to issue escalation

• Willingness to continuously learn new technologies, processes, and technical skills

• Experience with Linux servers, especially Ubuntu or Debian (preferred)

• Knowledge of Windows Server 2019/2022 (preferred)

• Basic understanding of TCP/IP, DNS, DHCP, VPN, VLANs, Firewalls/ACLs, and Switching (preferred)

• Experience in a fast-paced IT setting (preferred)

• Background in financial services, FX, trading, or similar environments is advantageous

• Relevant certifications such as CompTIA A+, Network+, Security+, or Server+ are beneficial

🏝️ Benefits

• Fully remote work

• Monday–Friday, 06:00–14:00 BST (UTC+1) schedule

• Rotating on-call coverage

• Opportunities for continuous learning and technical advancement

• Practical exposure to VPS, dedicated hosting, Linux, Windows, networking, and infrastructure

• Opportunities to expand responsibilities and take on more as the company grows