Technical Support Representative

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

📋 Description

• Take ownership of incoming technical tickets from the initial response through to confirmed resolution via chat, email, and phone.

• Diagnose player-related issues across platforms such as Raspberry Pi, Android, Windows, and Samsung and LG commercial smart displays.

• Troubleshoot customer network issues involving connectivity, DHCP, DNS, firewalls, proxies, and blocked hosts.

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

• Collect information on device specifications, operating system, app version, network configuration, affected screen count, and steps to reproduce the issue.

• Escalate unresolved issues to the Engineering team, providing reproduction steps and detailing the customer impact.

• Manage conversations passed on from the AI support agent, identifying areas for improvement in its responses and help-center content.

• Maintain up-to-date tickets, statuses, and notes; notify the lead of any SLA or churn risks.

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

• Complete onboarding, troubleshooting playbook, SSH, and network lab training within the first 90 days.

• Transition from shadowing and buddy-reviewed tickets to independently managing the standard queue.

• Contribute to the enhancement of a troubleshooting playbook or help-center article.

⛳️ Requirements

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

• Proficiency in Linux and Windows operating systems.

• Patience and the capability to convey technical solutions in straightforward language.

• Ability to diagnose issues by developing and testing hypotheses.

• Willingness to meticulously adhere to documented processes and seek assistance when necessary.

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

• Excellent written and spoken English at a C1 level or higher.

• Previous experience in helpdesk, technical support, or IT support (preferable).

• Hands-on experience with Raspberry Pi and Linux (preferable).

• Familiarity with Intercom, Zendesk, or Freshdesk (preferable).

• Proficiency in a second language, particularly German, French, Spanish, or Dutch (preferable).

🏝️ Benefits

• Competitive salary.

• Company-wide bonus scheme.

• Attractive stock option plan.

• Recognized as an award-winning workplace, noted as the Best Workplace.

• Hybrid Work From Home policy.

• On-site gym facilities.

• Access to a nutritionist.

• Meal vouchers.

• Individual training budget for professional development.

• Private medical insurance plan.

• Enjoy a fun and collaborative start-up environment.

• Flexible working arrangements.

• Coverage for commuting expenses.

• Commitment to equal opportunity and workplace diversity.