Keliweb - Customer Care Agent 1st Level

team.blue; Rende; Ibrido; EUR 20.000 - 30.000; Tempo pieno

Descrizione del lavoro

An innovative company is seeking a proactive Customer Care Agent to join their dynamic team. In this role, you will provide first and second-level support, utilizing your strong communication and analytical skills to assist customers effectively. You'll be responsible for managing customer inquiries, coordinating with teams for domain-related assistance, and developing solutions based on project specifications. This position offers the flexibility of working from Rende, Bergamo, or fully remote, making it an exciting opportunity for those looking to thrive in a collaborative environment. If you're goal-oriented and ready to make a difference in customer satisfaction, this role is for you.

Competenze

• Excellent knowledge of main IT tools and internet concepts.
• Strong communication and analytical skills are essential.

Mansioni

• Provide first and second-level technical support via ticketing system.
• Coordinate with teams for assistance related to domains and services.

Conoscenze

IT tools knowledge

Communication skills

Analytical skills

Problem-solving skills

Sales techniques knowledge

English proficiency

Strumenti

WordPress

Joomla

PrestaShop

Customer support tools

Business intelligence tools

Descrizione del lavoro

Team.blue

was created in June 2019 by the merger of regional leading hosting providers Combell Group, Register Group, and TransIP Group. It offers digital presence and enablement tools such as domains, hosting, email, VPS, and applications to over 2 million SME, SoHo, and developer customers across Europe. The group consists of several well-known and respected brands, spanning thirteen European countries, operating under various brand names, with a strong commitment to customer satisfaction. The group includes more than 30 brands across Europe and employs over 3,000 people.

For our company Keliweb, we are looking for a Customer Care Agent 1st Level.

Role

The role involves handling first and second-level customer support requests, requiring a proactive approach to training, change management, and teamwork.

The job location can be Rende, Bergamo, or fully remote.

Responsibilities

• Provide first and second-level technical support via the ticketing system, with possible customer phone contact for technical and administrative issues. Assist with pre- and post-sales/renewal administrative tasks.
• Coordinate with Keliweb PU-teams and authorities for assistance related to domains and additional services.
• Develop solutions based on defined project specifications.
• Responsible for implementation, documentation creation, and knowledge transfer.
• Manage customer feedback systems.
• Utilize customer support and business intelligence tools.

Requirements

• Excellent knowledge of main IT tools and internet concepts.
• Strong communication skills.
• Analytical and problem-solving skills.
• Goal-oriented mindset.
• Knowledge of sales techniques.
• Good command of English.
• WordPress knowledge is preferred.
• Knowledge of Joomla and PrestaShop is preferred.
• Familiarity with main web protocols (http/https, IMAP/POP3/SMTP, FTP) is preferred.
• Knowledge of SSL certificates, DNS systems, record types, and use of tools like dig for name resolution is recommended.
• Understanding of Whois system.
• Principles of customer satisfaction.
• Ability to work both independently and as part of a team, including remotely.
• Availability to work shifts from Monday to Sunday, between 8:30 AM and 8:00 PM.