What you will do
- Responsible to deliver the content to end users on an appropriate manner, focused on meeting contracted customers SLA´s and KPI´s
- Provide Level 1 support levels via phone, email, tickets, or other needed methods on Hoist / Planet managed solutions, logging customer requests (CR) or incidents, or simply follow-up / update customers on case status
- Analyse data to determine issues root causes of problems and resolve them from remote, using as required diagnostic testing and software equipment
- Maintain system capabilities by testing existing equipment and programs, providing remote
troubleshooting solutions for systems issues that affect course delivery
Carrying out screen-sharing to help customers get set up and operationalEmpowering customers by promoting Knowledge base and self serviceConfigure security, operational and access settings / permissions for groups or individualsWork with Level 2 and Product Team on escalated ticketsLog and escalate calls with third parties where required, ensuring communication back to the customerOnboard new team members and provide necessary product and processes trainingWho you are
Excellent analytical and problem-solving skills, with the ability to multitask, with solidtroubleshooting experience
Exceptional customer service and confident communication skills, customising your interaction to the individual customer personalities and contextsStrong work ethic and ability to work efficiently and effectively with minimal supervisionAbility to work in a fast-paced environment with excellent organizational skillsAble to work to targets (SLA’s)Basic technical background in Engineering for TCP / IP | Networks (Switching, Routing)Wide proven experience of remote or on-site support, collaborating with customers, partners, and internal teamsExperience in network operations or on field operationsPreferably familiar with some types of production environments and common industry brands &variants of hardware assembly and configuration
What you will need to bring to Hoist
Excellent teamwork skillsEnthusiastic and a great attitude towards learningExperience managing service and / or operational level agreements with strong customer service, interpersonal and active listening skillsA high standard of written and spoken English and German are essential.Additional languages would be an advantage (key additional languages include French, Spanish, Italian, Swedish, Norwegian, Finnish and Danish)Attention to detailAble to work with non-technical customers and technical customers alikePreferably with network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)Preferably with a B.S. or equivalent science / IT degree preferredWillingness to work from the office and to cover 24 / 7 rotation shifts including weekends and some holidaysAt Planet, we embrace a hybrid work model, with three days a week in the office.
Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.