Keliweb - Customer Care Agent 1st Level Customer Service • Rende

team.blue; Roma; Remoto; EUR 25.000 - 35.000; Tempo pieno

Descrizione del lavoro

A digital services provider is seeking a Customer Care Agent 1st Level to handle technical support requests and coordinate with teams. This role requires excellent IT knowledge and strong communication skills. The position can be remote or based in Rende or Bergamo, with availability for shifts from Monday to Sunday.

Competenze

• Excellent knowledge of main IT tools and the internet.
• Strong communication skills.
• Strong analytical and problem-solving skills.
• Goal-oriented mindset.
• Good knowledge of English.
• Ability to work both in a team and independently.

Mansioni

• Provide first and second-level technical support via ticketing system.
• Coordinate with teams for assistance related to domains and services.
• Develop solutions based on project specifications.
• Create documentation and transfer knowledge.
• Use customer support and business intelligence tools.

Conoscenze

IT tools knowledge

Strong communication skills

Analytical and problem-solving skills

Sales techniques knowledge

Good English knowledge

WordPress knowledge

Knowledge of Joomla

Familiarity with web protocols (imap/pop3/smtp, ftp)

Knowledge of SSL certificates

Whois system knowledge

Customer satisfaction principles

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 and 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 across thirteen European countries and operating under several brand names for each jurisdiction – with a bloodline that represents total commitment to customers. The group consists of several well-known and respected brands, with 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 / second-level customer support requests, requiring a proactive approach to training, change, and teamwork.

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

Responsibilities :

• First and second-level technical support via the ticketing system, with possible customer phone contact for technical / administrative issues. Pre- and post-sales / renewal administrative assistance.
• Coordination with Keliweb PU-teams, Authority for assistance related to domains and additional services.
• Develop solutions based on defined project specifications.
• Responsible for implementation, documentation creation, and knowledge transfer.
• Customer feedback system.
• Use of customer support and business intelligence tools.

Requirements :

Excellent knowledge of main IT tools and the internet.

Strong communication skills.

Strong analytical and problem-solving skills.

Goal-oriented mindset.

Sales techniques knowledge.

Good knowledge of English.

WordPress knowledge preferred.

Knowledge of Joomla, PrestaShop preferred.

Familiarity with main web protocols ( imap / pop3 / smtp, ftp) preferred.

Knowledge of SSL certificates, DNS systems and record types; use of dig for name resolution recommended.

Whois system knowledge.

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.

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