To support the organic growth and a highly acquisitive agenda, Team Internet is looking for an ambitious Incident Manager/Customer Support Consultant (Level 1) to join its Customer Success Department.
This is an exciting and varied opportunity to gain wider skills and participate in the future growth of this group.
Primary Responsibilities:
- Owning all incidents throughout the lifecycle
- Classification and prioritization of reported Incidents
- Ensure that Incidents are handled in time and SLAs are respected
- Ensure that the Incident handling Engineers are informed and aware of the incident
- Ensure that all stakeholders are updated about the actual state on a regular base
- Escalate incidents if required to the next level
- Ensuring that incident management process follows the defined standards and procedures
- Writing Incident handling Documentation and making sure it is up to date and complete
- Office or hybrid or remote work according to the schedule.
Secondary Responsibilities:
- Provide technical support to customers via phone/email/chat relating to Domains/DNS/Registry/Transfers/Migrations in English
- Ensure KPI’s and SLA’s are met during your shift
- Escalate complex issues to Level 2 support
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Process requests on behalf of our customers to activate, update, and make changes as requested by the customer
- Provide administrative support to enable customers to activate and use their products
- Work through email support tickets and/or live chat
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Ensure that customer satisfaction is consistently maintained through a timely and
complete response to inquiries/calls
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Provide invoices/receipts for the services supplied to the customers, including currency conversion
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Ensure all activities comply with global compliance requirements, legal requirements, ethical standards and Company policies and procedures
- Take responsibility for the security of the information you will be handling
- Be prepared to undergo additional security awareness training
- Be made aware of the disciplinary procedures for security breaches
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Adhere to the information security procedures in accordance with requirements of our published policies and procedures
Soft Skill Requirements:
- Good English communication skills, with experience interacting with all levels of management both within Company and Customer organizations
- Strong interpersonal and teamwork skills
- Organized, detail-oriented and able to multi-task.
Technical Requirements & Experience:
- Industry Knowledge - Domains, DNS, Registry, Transfers, Migrations
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Fluent English language skills both written and verbal
- Very good understanding of Incident Management, Problem Management and Change Management processes.
- Experience working with monitoring tools, technologies and methodologies.
