At Openprovider we love IT in everything we do. Our why reflects this: Do what you enjoy, and we automate the rest! Customers notice this by giving us high grades & long-term partnerships. In the past years, we have been growing significantly year on year becoming one of the largest domain & SSL wholesalers in Europe. We offer a one-stop-shop solution to resellers for the management of their domains, SSL certificates, Plesk licenses, and more at cost price. Innovation is key, that?s why we collect customer feedback and keep on innovating our platform. We also develop our own AI/Machine Learning software for more efficiency in managing our financial processes and customer-related processes. We help our customers to compete in the market, differentiate, and grow their sales. We like being disruptive, challenging the status quo.
We're a team of support professionals located across the globe in the Netherlands, Spain, Bulgaria, and Russia, 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 is a fluent Dutch & English speaker.
Your job will be:
Providing excellent quality of service to our customers and solving their problems effectively communicating via phone and ticketing system
Solving a variety of tasks using internal toolsets around products like SSL certificates, domains, Plesk/Virtuozzo licenses and Spamexperts
Actively using, maintaining and improving our knowledge base, making it a single point of truth for customers and peers
Working closely with other departments around the world to solve customers' problems effectively & improve the quality of our products and services
Analyzing your day-to-day operations and processes within the department to generate ideas on manual work automation and processes improvement
Actively learning, on your own and with the team, about our products, technologies, and tools
Your tools will be:
Atlassian stack (JIRA, Confluence, Bitbucket)
Zendesk Help Center & Guide
Our in-house toolset and panels
Job requirements
Fluent English and Dutch speaker
Experience in IT Support
Excellent written and spoken communication skills
Proactive, polite & empathetic in communications with peers and customers
Able to express thoughts well and grammatically correct
Able to search, structure, systematize and put new and existing knowledge on paper
Able to explain complicated things in simple words
Able to work autonomously, without direct supervision
Good at managing expectations of others
Enthusiastic and willing to learn new things
Great team player and has a good sense of humor
Nice to have:
Ability to read and understand DNS zones / DNS resolving/nameservers
Spamexperts / Mailservers / mailheaders
Experience with writing custom API based scripts
Ability to read (API) logs
Basic understanding of Linux
We offer:
Full-time position
Fully Remote work or office in Rotterdam
Company laptop
You can send your CV to kvlasova@openprovider.ru