Technical Customer Support

at  BENGEN

THE OPPORTUNITY

As a Customer Support, you will provide high-quality client assistance and ticket monitoring for infrastructure services provided. You provide proactive monitoring, basic network, and system troubleshooting mainly on Linux servers in a high traffic environment and provide detailed issue description to both customers and senior engineers when necessary.
Also, you will have the opportunity to learn various technologies on the job and get involved in a wide variety of infrastructure projects.
The key role of your position will be to keep the track and solve various requests, both from internal and external customers, perform proactive monitoring and troubleshooting while assuring the best quality of service possible.

• Proactively troubleshoot and solve technical issues, observed through monitoring or highlighted by clients, either by announcing the providers or by escalating them to Level 2/3
• Be the single point of contact for managed tickets and follow-up on the solutions proposed by suppliers or Level 2/3
• Keep the customer informed and up-to-date regarding the solving progress and confirm the closure of the ticket with the client
• Keep an orderly track and update the monitoring system with any new services provided to the clients
• Create and keep a track of troubleshooting procedures/processes and ask for automation when needed;
• Work with domains, settings of DNS/rDNS, advanced check-ups for clients, etc;
• Constant focus on learning, developing new skills, and involving more complex tickets, as well as asking for training from the upper support team.