Customer Experience Technical Assistant

“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.

Company

team.blue is an ecosystem of 60+ successful brands working together across 22 European countries to provide its 3.3 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.

Job Overview

We are looking for a technically skilled and customer-focused Technical Support Specialist to provide expert support for hosting services and related technologies.

In this role, you’ll troubleshoot complex technical issues, monitor infrastructure, support and mentor HelpDesk agents, and collaborate with internal teams to improve service quality.

You’ll also advise customers on developing their services and contribute to the continuous improvement of our products and customer experience.

The role

You’ll play a key role in keeping our hosting services running smoothly while acting as a technical point of contact for both customers and colleagues. Working closely with different teams, you’ll help identify and resolve service disruptions, share technical knowledge, and support ongoing projects. You will also look for ways to expand customer solutions, assist with service transitions, and contribute to new developments that support the company’s growth.

Tasks & Responsibilities

• Provide technical support for Hosting and related services through tickets/chat/phone

• Partial infrastructure monitoring

• Mentoring HelpDesk agents

• Inform HelpDesk about widespread problems and keep them updated

• Escalate Tickets to Infrastructure

• Report Bugs to developers

• Report probable Infrastructure Incidents to the infrastructure department and to the managers

• Handling cross-sales / up-sales

• Provide customer feedback to Managers to improve products, services, and customer satisfaction.

• Advise customers on developing their services

• Helping the migration department with migrations

• Undertaking the development of services

• Among other duties, shall periodically act outside basic responsibilities to help the company’s main target and develop within it.
  

Your profile

• Good Knowledge of Linux and Windows operating systems

• Expertise with Plesk or Cpanel

• Self-leadership skills and ability to take initiative. environments

• Good Knowledge of web and DB servers, such as Apache, MySQL, and MSSQL.

• Good Knowledge of mail services, such as Postfix, Dovecot, SMTP, IMAP, POP3, sieve.

• Good Knowledge of DNS services, such as Bind, PowerDNS

• Expertise with CMS such as WordPress, Joomla, etc

• Expert troubleshooting skills and strong attention to detail

• Exceptional written and verbal communication skills in Greek and English.

• Cooperation skills and team spirit.

• Provide professional and friendly customer support.

ESG

At team.blue, our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact? Check it out here.