Cloud & Customer Success Specialist

This is a remote position.

• Respond to incoming support requests via email, or ticketing system, ensuring all incidents are logged and tracked appropriately.
  
• Follow the SLA Process and Diagnose and resolve basic issues, providing step-by-step assistance to users.
  
• Escalate unresolved issues to L2/L3 support teams with detailed documentation and troubleshooting steps already taken.
  

• Maintain a high level of customer satisfaction by providing clear communication, regular updates, and timely resolutions.
  
• Assist in the setup, configuration, and deployment of hardware and software for new and existing employees.
  
• Regularly monitor system performance and alerts, and take preventive measures to avoid potential issues.
  
• Ensure compliance with company policies, procedures, and security protocols at all times.
  

Requirements

• Previous experience in a customer service or technical support role is highly desirable.
  
• Basic understanding of computer hardware, software, Familiarity with common operating systems (Windows, Mac OS, Linux).
  
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
  
• Strong analytical and problem-solving skills with a keen attention to detail.
  
• A strong commitment to providing exceptional customer service and a positive user experience.
  
• Ability to work effectively both independently and as part of a team.
  
• Willingness to work in shifts, including nights, weekends, and holidays, as required.
  
• Cloud knowledge is MUST - Any fundamental certification in any cloud (Azure/ AWS)​