Lviv, Ukraine

Experience required

Entry, Junior. Customer Support - Less than 1 year of experience

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Technical Support

Project description

Delivering technical support for one of the biggest company clients, which provides hosting services for their end-users. Maintaining shared hosting platform, customer support is provided for hosting-related questions, e.g. email services, web and database concerns, DNS issues, in-house applications for hosting services (FTP, email, databases, and DNS) management, and in-house and custom-built (cPanel, Plesk) control panels.


Respond to customers’ request (in quick and efficient manner)

Provide technical assistance with platform Web applications

Troubleshoot web and email issues

Provide support, following procedural documentation/templates

Set up email accounts in Mail Clients and deal with login/acсess issues

Work continuously on a task until completion

Check the status of the problem and provide the customer with the updates

Prioritize and manage several open cases at one time

Provide Tier1-2 support — include deep investigation, provide a workaround to various problems

Escalate issues to the Tier 2 team when necessary with all relevant and required information

Document FAQs and training guides for internal use.


Strong troubleshooting and critical thinking skills, the ability to think logically.

A strong focus on customers’ satisfaction

Upper-intermediate verbal and written English skills

Attention to details

Strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues

Understanding of standard support procedures for proper reporting, escalation, and follow up

Knowledge of TCP/IP, DNS, and other networking concepts (HTTP and HTTPS)

Ability to work in different shifts

Basic understanding of the Windows environment

An understanding of IP protocols and DNS

Most popular Linux commands/utilities


Competitive salary and perks

18 paid vacation days per year, paid public holidays according to the Ukrainian legislation

Social package, including medical insurance available from day one and a wellbeing benefit for sport and art activities, mental and physical health, available after trial period

Educational possibilities like corporate courses, knowledge hubs, and free English classes. Semiannual performance review

Free meals, fruits, and snacks when working in the office.

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