Customer Success Advisor / Level 1 NOC

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As a Customer Success Advisor, you will have the opportunity to ramp-up a successful career in IT infrastructure industry, as well as be the front office and SPOC for our virtual IT resources clients.

Great candidates will:

• Have the desire to start and develop a career in IT industry;
• Already have a great interest and some basic knowledge of Networking and Linux (Cisco CCNA or Linux course would be a considerable plus);
• Be great communicators and have proactive customer skills;
• Have great speaking and writing English skills;
• Love the flexibility of working in multiple shifts;
• Enjoy being a part of a great team and culture

You will have the chance to:

• Offer high quality client service and monitoring – proactive involvement towards clients and providers;
• Offer e-mail / chat support for providers and clients through Skype and web-chat;
• 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 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 or required trainings from Level 3 Support team;
• Learn, develop professionally and get involved in solving more complex tickets (domains, settings of DNS/rDNS, advanced check-ups for clients, etc.).