Technical Support Representative

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

📋 Description

• Take charge of incoming technical tickets, managing them from initial response to confirmed resolution through chat, email, and phone.

• Identify player issues across various platforms including Raspberry Pi, Android, Windows, and commercial smart displays from manufacturers like Samsung and LG.

• Resolve connectivity issues involving DHCP, DNS, firewalls, proxies, and blocked hosts while assisting customers.

• Conduct remote sessions to assist customers in getting their players online and properly configured.

• Collect details regarding device, operating system, app version, network setup, affected screen count, and reproduction incidents.

• Escalate cases to Engineering with detailed reproduction steps and customer impact after all documented troubleshooting methods have been exhausted.

• Manage conversations passed on by the AI support agent and propose enhancements to its responses and help center content.

• Maintain current records of tickets, statuses, and notes; promptly alert the lead regarding SLA or churn risks.

• Recognize repetitive inquiries, potential bugs, and feature deficiencies for the Product team.

• Complete onboarding for products, troubleshoot playbooks, SSH, and network lab training, progressively taking on tickets independently.

⛳️ Requirements

• Familiarity with fundamental networking concepts such as LAN, DHCP, DNS, firewall, proxy, and port.

• Proficiency with operating systems, specifically Linux and Windows.

• A genuine concern for customers, coupled with the patience to articulate technical solutions in simple terms.

• An analytical mindset that prioritizes isolating causes over guessing: you develop a hypothesis, test it, and then proceed accordingly.

• A commitment to meticulously following a documented process and seeking assistance early when the process is insufficient.

• A Master's or Bachelor's degree in Information Technology or a relevant field in Computer Science.

• Exceptional written and spoken English skills, at a C1 level or higher.

• Previous experience in helpdesk, technical support, or IT support is advantageous.

• Hands-on experience with Raspberry Pi and Linux is a plus.

• Familiarity with ticketing platforms like Intercom, Zendesk, or Freshdesk is beneficial.

• Proficiency in a second language, especially German, French, Spanish, or Dutch, is a plus.

🏝️ Benefits

• Competitive salary.

• Company-wide bonus scheme and an attractive stock option plan.

• An award-winning workplace recognized as the Best Workplace.

• Hybrid Work From Home policy.

• Access to an office gym, nutritionist, and meal vouchers.

• Individual training budget dedicated to professional development.

• Private medical insurance plan.

• A fun and collaborative start-up environment with outstanding office spaces!

• Flexible working arrangements.

• Coverage for commuting expenses.

• Commitment to equal opportunity and workplace diversity.