1-grid Customer Support Agent

We are looking for skilled German and English speaking Technical Support Agents to provide technical support, advice and assistance to our customer base.

Duties & Responsibilities:

•  Providing technical support to 1-Grid customers via live chat, tickets or telephone
• Register, transfer and update domains
• Understanding of DNS with exposure to tools such as tracert, ping, Telnet and WHOIS
• Understanding of the email sending/receiving processes and able to comprehend the routing of email, MX records and firewalls
• A basic understanding of CMS, firewalls and databases
• Troubleshooting website or server issues
• An understanding of cloud computing and VPS servers
• Email and DNS Support
• Meeting Daily Targets 

Minimum Requirements:

• Matric certificate
• A+ Certificate or similar qualification (advantageous)
• 1+ Year’ customer services experience within a Call Center/Billing environment
• 1 year technical and desktop customer services experience
• Excel experience (basic)
• Previous experience in web hosting or server administration (advantageous)
• Proficiency in English and good phone etiquette
• Willing to work shifts (including weekends & public holidays)
• Reliable transport
• Excellent command of English
• Fluency in German is an advantage

Ideal Requirements:

• Exposure to a Customer Service Scoring system

Key Competencies

• Customer-focused and brand awareness
• Good communication skills
• Self-motivated and self-disciplined
• Ability to work independently and within a team
• Attention to detail
• Deadline and target driven
• Problem solving ability
• Conflict Resolution
• Multi-tasking and Time Management
• Technical Literacy
• Analytical
• Customer service driven
• Provide support to Customer billing, technical and connectivity related queries via e-mail, telephonically, and instant messenger.
• Meeting email and call Targets.