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Customer Service
1st Line Support Engineer
@Openprovider
[Hiring] 1st Line Support Engineer @Openprovider
Apr 01, 2025 - Openprovider is hiring a remote 1st Line Support Engineer. 💸 Salary: unspecified. 📍Location: Suriname.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
We’re looking for a 1st Line Support Engineer to assist our customers in both Dutch and English.
Your mission? To ensure our customers stay happy and empowered — by helping them solve issues independently through self-service, and stepping in with fast, effective support whenever needed.
Key responsibilities
- Providing excellent quality of service to our customers and solving their problems effectively communicating via phone, chat and ticketing system;
- Solving a variety of tasks using internal toolsets around products like SSL certificates, domains, Plesk licenses and SpamExperts;
- Actively using, maintaining and improving our knowledge base, making it a single point of truth for customers and peers;
- Working closely with other departments around the world to solve customers' problems effectively & improve the quality of our products and services;
- Analysing your day-to-day operations and processes within the department to generate ideas on manual work automation and processes improvement;
- Actively learning, on your own and with the team, about our products, technologies, and tools;
- Taking care of abuse request and end user queue;
- Proactively participating in the team discussions.
Qualifications
- 3+ years of experience in Customer Technical Support
- Fluent English and Dutch speaker
- Excellent written and spoken communication skills
- Proactive, polite & empathetic in communications with peers and customers
- Able to express thoughts well and grammatically correct
- Able to search, structure, systematize and put new and existing knowledge on paper
- Able to explain complicated things in simple words
- Able to work autonomously, without direct supervision
- Good at managing expectations of others
- Enthusiastic and willing to learn new things
- Great team player and has a good sense of humor
- Great SSL knowledge, about processes, errors and validations.
- Knowledge on Rare TLD processed
- Proper knowledge of Excel.
- Able to keep an SLA and work under pressure.
- NameServer & DNSSEC knowledge
- Mail server and mail filters knowledge / SpamExperts.
- API knowledge
Nice to have
- Experience in the Web hosting / Domains industry
- Ability to read and understand DNS zones / DNS resolving
- Understanding of Plesk licenses / management
- Experience with writing custom API based scripts
- Ability to read (API) logs
- Basic understanding of Linux
Benefits
- Working hours: 9.00 - 17.30 CET
- 100% remote work (you can work from any location, no need to go to the office);
- Paid time off and sick leaves;
- International team and regular online and offline events to stay connected;
- Internal workshops, and knowledge-sharing sessions;
- Learning budget;
- Quarterly review and annual salary review.
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| 📍 | Be aware of the location restriction for this remote position: Suriname |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
Suriname
|
|
Job Type
contract
|
Posted
Apr 01, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Suriname |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
