Bilingual Support Specialist

Summary

Join OKTO's team as a Support Specialist and contribute to providing technical and customer support for smooth system operation. The role involves troubleshooting, incident management, system monitoring, customer interaction, documentation, and collaboration with cross-functional teams.

Requirements

• Strong understanding of the systems, software, or technology the company uses, including operating systems, databases, and networking
• Ability to diagnose and resolve issues efficiently, often under pressure
• Clear and effective communication skills to explain technical issues to non-technical users
• Strong customer service skills to handle user interactions professionally and empathetically
• Precision in documenting issues, resolutions, and maintaining system configurations
• Available to work in shifts

Responsibilities

• Troubleshooting and Resolution: Diagnose and resolve technical issues
• Incident Management: Manage and prioritize support tickets, escalating complex issues to higher-level technical teams when necessary
• System Monitoring: Monitor system performance and identify potential issues before they impact users
• Customer Interaction: Addressing the client's technical questions and concerns
• Documentation: Maintain detailed records of customer interactions, issues, and resolutions in a ticketing system
• Technical Documentation: Create and update user guides, FAQs, and other documentation to help users understand and effectively use systems
• Knowledge Base: Contribute to a knowledge base with solutions to common problems for internal and external reference
• System Maintenance: Testing new systems or updates to ensure they work correctly and meet user requirements
• Collaboration: Work with other IT teams, developers, and business units to resolve complex issues and implement new solutions
• Feedback Loop: Provide feedback on system performance and user experience to help improve products and services
• Training and Support: Provide training and support to users on new systems or software
• Onboarding: Assist with onboarding new users, including setting up accounts and providing initial training

Benefits

• Competitive remuneration package according to your experience
• Opportunity to work in a fast-paced international company
• Friendly, motivating, and challenging environment where you can thrive and develop your skills
• Continuous training for all your learning and development needs