Customer Experience Technical Assistant
Company overview:
team.blue is an ecosystem of 60+ successful brands working together across 22 European countries to provide its 3.5 million SMB customers with everything they need to succeed online by offering best-in-class expertise and services.
team.blue's brands are a mix of traditional hosting businesses that offer services from domain names, email, shared hosting, e-commerce, and server hosting solutions and, as specialist SaaS providers, adjacent products such as compliance, marketing tools, and team collaboration products. This broad product offering makes it a one-stop partner for online businesses and entrepreneurs across Europe.
The role:
The Customer Experience Technical Assistant provides high-quality technical support for hosting and related services, ensuring an excellent customer experience across all communication channels (tickets, chat, and phone).
The role involves troubleshooting technical issues, guiding customers on service improvements, and collaborating with internal teams such as HelpDesk (1st level support), Infrastructure,Product & Technology and other team.blue teams to resolve problems efficiently. The Customer Experience Technical Assistant also reports bugs and feedback to improve products and services, and supports cross-sell and up-sell opportunities where relevant. This position requires good technical knowledge of hosting environments, excellent communication skills in Greek and English, and a proactive, customerfirst mindset.
Duties & Responsibilities:
Provide technical support for Hosting and related services through tickets/chat/phone
Perform partial infrastructure monitoring
Mentor HelpDesk (1st level support) agents
Inform HelpDesk (1st level support) about widespread problems and keep them updated
Escalate Tickets to Infrastructure or other team.blue teams
Report bugs and issues to the PnT (Product & Technology) department or other team.blue teams for resolution.
Escalate and report infrastructure-related issues to the Infrastructure Team or other team.blue teams and relevant managers.
Handle cross-sell and up-sell opportunities
Coordinate with the CX Ops: KB & Training to develop internal and public knowledge base articles.
Provide customer feedback to the Managers in order to improve products, services, and customer satisfaction.
Advise Customers on developing their services
Helping Migration Department with migrations
Undertaking Developing Services
Participate in regular team meetings to discuss updates, challenges, and improvements.
Among other duties, periodically shall act outside basic responsibilities in order to help the company’s main target as well as develop within it.
Special Working Conditions:
For this role, working hours are fully remote and working in shifts.
Skills & Qualifications:
Good knowledge of Linux and Windows operating system environments.
Good Knowledge of web and DB servers, such as Apache, MySQL and MSSQL.
Good knowledge of mail services, including Postfix, Dovecot, SMTP, IMAP, POP3, and Sieve.
Experience with DNS services, such as BIND and PowerDNS.
Expertise in control panel solutions like Plesk, cPanel and WHM.
Familiarity with monitoring systems such as Nagios and Prometheus is a plus.
Expertise with CMS such as WordPress, Joomla, etc
Good understanding of Node.js, Ruby on Rails, CDN, virtualization, etc.
Expert troubleshooting skills and strong attention to detail
Exceptional written and verbal communication skills in Greek and English.
Cooperation skills and team spirit.
Self-leadership skills and ability to take initiative.
Provide professional and friendly customer support
Right to work
At any stage please be prepared to provide proof of eligibility to work in the European country you are applying for. Unfortunately, we are unable to support Sponsorship Visas.
"Come as you are"
Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.
Careers