Junior Technical Support Specialist

at  UpCloud

The cloud is just someone else’s computer. But at UpCloud, it’s ours - and we want to make it the best possible. Our Cloud is a fabric of thousands of high-end server computers, network gear, and storage devices, all woven together to deliver the best performance.
Sometimes technical support can be tough. All too often there can be an endless queue of tickets and cases to solve or targets to meet, without much time to really think about the customer, the problem, and the solution. Occasionally, the best you can do is escalate it quickly so you can move to the next issue — Here at UpCloud, you’ll have the chance to really dig deep to find the root of the problem of our customers. With the help of your colleagues, thorough documentation and our community of users, you’ll get to know our products like no other and you’ll use your troubleshooting and customer service skills to make sure our users make the best of our products.
We’re looking for a Junior Technical Support Specialist to join our global Customer Support team. Our team follows the “follow-the-sun”-model, and are located in Singapore, Europe and the US to provide support for our customers 24/7. In this role, you’d get to work with both our European, and American teams, covering both time zones in a flexible but sustainable manner — Ideally we’re looking for a person in the EU area. You’ll start with a bit more junior level technical support, but will get more responsibility as you learn more!

WHO ARE WE LOOKING FOR?

We’re looking for a customer service-oriented person with previous experience in a customer facing role. Ideally you’re someone with an interest for tech, and a knack for troubleshooting. You could already have some experience in a similar environment to ours, a tech scale-up, but it’s not something we necessarily expect, as you’ll be able to learn a ton here! Our products are mostly Linux-based, so our team has adopted it widely into use as well - it would definitely help if you’re familiar with it as well!

• Being the first point of contact for our customers, handling inbound tickets, and providing 1st level technical support from chats, emails and phone calls
• Technical troubleshooting (e.g. Linux, Windows, Networking, and PaaS / SaaS), and customer service
• Helping in issue prevention & repetition with documentation and knowledge sharing
• Cross-team collaboration with different teams
• Participate in training to gain more technical knowledge