DirecciónAbout the company
Openprovider is an ICANN-accredited domain registrar and technology company founded in 2004 in Rotterdam, Netherlands. Now we are a team of 70+ people, working fully remotely from all over the world.
All Openprovider employees work on a fully remote basis and without any geographical limitations. You don’t have to go to the office each day and deal with traffic or painful commutes.
All you need is yourself, a laptop, and a cup of coffee. We support a healthy work / life balance and constantly strive to improve this aspect more and more every day.
We support a flexible schedule and are 100% performance and result-oriented. Thanks to a combination of experience and expertise, we enable data-driven decision-making.
About the team
We're a team of support professionals located across the globe, and split into 1st Line (mostly busy with quick, customer-facing tasks) and 2nd line (doing more lengthy techy things).
We're making our customers happy by ensuring they can solve issues themselves through self-service and providing them fast and effective solutions where needed.
Our main job now is building the Knowledge Base, developing self-service tools for ourselves and customers, as well as growing our people's expertise to tackle more complex tasks on support level.
We're looking for a self-organized, passionate support specialist, who is hungry to learn, figure out complicated things, loves communicating with people, and want to grow technical expertise
About the role
Mission
Grow Openprovider as a self-service platform while delivering the best quality support in the branch.
Goals
- Ensure Openprovider service availability and customers’ satisfaction by resolving customers’ issues quickly and correctly, properly assessing and timely escalating the rest to the right people;
- Maintain and improve knowledge base increasing self-service for internal and external customers;
- Improve internal processes and generate automation proposals to reduce support workload;
- Work according to the KCS guidelines in order to contribute towards the goals of 0 Support .
Competences / Mindset
- Experience in a Tech industry is preferable
- Experience in Technical Support
- Strong written and spoken communication skills
- Accountability for his / her work and actions
- Ability to search, gather, structure, and systematise new and existing knowledge well and put it on paper
- Empathy with peers and customers
- Managing others' expectations
- Proactiveness in day-to-day operations & communications with peers and customers
- Politeness and patience in communications with peers and customers
- Being able to multitask (phone, chat, email) and stay focused on daily work
- Able to understand and assess the impact of an issue accordingly and escalate it to the correct department if necessary
- Capacity and willingness to learn and improve his / her soft / hard skills and techniques
- Ability and desire to work efficiently without direct supervision
- Native in Dutch
- Fluent in English
Nice to have
- Experience in the web domains industry
- Ability to read and understand DNS zones / DNS resolving / nameservers
- Spamexperts / Mailservers / mail headers
- Understanding of Plesk licenses / management
- Experience with writing custom API based scripts
- Ability to read (API) logs
- Basic understanding of Linux
- Written and spoken Spanish would be a big advantage
We offer
- 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;
- Quarterly review and annual salary review.
