About the company Openprovider is an ICANN-accredited domain registrar and technology company founded in 2004 in Rotterdam, Netherlands. Now we are a team of 85+ people, working fully remotely from all over the world. All Openprovider employees work on a fully remote basis and without any geographical limitations. You don't have to go to the office each day and deal with traffic or painful commutes. All you need is yourself, a laptop, and a cup of coffee. We support a flexible schedule and are 100% performance and result-oriented. Thanks to a combination of experience and expertise, we enable data-driven decision-making.
About the team We're a team of support professionals located across the globe, and split into 1st line (mostly busy with quick, customer-facing tasks) and 2nd line (doing more lengthy technical 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.
About the role We're looking for a self-organised, passionate Junior 1st Line Support Engineer, who is hungry to learn, figure out complicated things, who loves communicating with people, and wants to grow technical expertise.
This role operates on rotating shifts, including nights, weekends, and holidays, to ensure we provide 24/7 coverage. This role is ideal for recent graduates who are eager to begin their career in the IT industry and gain hands-on experience in a supportive, fully remote environment.
Mission Growing Openprovider as a self-service platform through documentation, automation, and processes for internal and external customers.
Key responsibilities Work in rotational shifts to provide 24/7 support to customers
Providing excellent quality of service to our customers and solving their problems effectively communicating via phone, chat 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
Analysing 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
Take care of abuse request and end user queue
Requirements Bachelor's degree in Information Technology, or a related IT field
Advanced written and spoken English
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, systematise 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 humour
Knowledge on Rare TLD processed
Proper knowledge of Excel.
Able to keep an SLA and work under pressure.
We offer Full-time position, long-term contract100% remote work (you can work from any location, no need to go to the office);Paid time off and sick leaves;Work schedule: 5 days/week, 8 hours/day;Shift Rotation:work on a rotational schedule, including night shifts, weekends, and holidays, to ensure 24/7 global support coverage;Job training: first 2 months will be a training period (in a daytime) before going into shifts;International team and regular online and offline events to stay connected;Internal workshops, and knowledge-sharing sessions;Quarterly review and annual salary review.
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