Keliweb - Customer Care Agent 1st Level

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Keliweb - Customer Care Agent 1st Level, Rende

Client: team.blue

Location: Rende, Bergamo or fully remote

Job Category: Customer Service

EU work permit required: Yes

Job Views: 1

Posted: 29.04.2025

Expiry Date: 13.06.2025

Job Description:

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 includes several well-known brands, operating in thirteen European countries with a strong commitment to customer satisfaction. It has more than 30 brands across Europe and over 3,000 employees.

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, and teamwork.

The job location will be in Rende, Bergamo, or fully remote.

Responsibilities:

1. Providing first and second-level technical support via the ticketing system, with possible customer phone contact for technical and administrative issues. Handling pre- and post-sales/renewal administrative assistance.
2. Coordinating with Keliweb PU-teams and authorities for assistance related to domains and additional services.
3. Developing solutions based on defined project specifications.
4. Implementing solutions, creating documentation, and transferring knowledge.
5. Utilizing customer support and business intelligence tools.

Requirements:

• Excellent knowledge of main IT tools and the internet.
• Strong analytical and problem-solving skills.
• Goal-oriented mindset.
• Good knowledge 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 dig for name resolution is recommended.
• Knowledge of the Whois system.
• Understanding of customer satisfaction principles.
• Ability to work both in a team and independently, including remote work.
• Availability to work shifts from Monday to Sunday, between 8:30 AM and 8:00 PM.