Customer Support

• Provide remote technical assistance to employees through tools like helpdesk platforms, video calls, and chat.
• Troubleshoot and resolve issues related to hardware, software or network connectivity (e.g., VPN issues).
• Guide users in setting up and configuring devices for remote work, including security configurations.
• Assist with on-boarding and off-boarding of contributors (eg. helping with devices configuration).
• Work closely with DevOps to address infrastructure-related issues.
• Coordinate with SecOps to address security incidents, such as account breaches or phishing attempts.
• Provide feedback from end-users to these teams for system improvements.
• Monitor and respond to tickets in the helpdesk system, ensuring SLAs are met.
• Escalate complex or recurring issues to the IT Manager or relevant internal teams.
• Maintain detailed records of incidents, troubleshooting steps, and resolutions for reporting and knowledge sharing.
• Identify and address common user pain points by developing solutions or FAQs.
• Conduct periodic training sessions for contributors on existing tools and best practices.
• Contribute to and maintain the internal knowledge base, documenting (common issues, step-by-step guides).
• Share insights with internal service teams to improve processes and tools.

Tech Support Specialist

PPC Customer Support Care, German Desk

Client Support Specialist – Workplaces, B2B

Customer Support Representative – English/Spanish

Customer Support Agent