Customer Experience Technical Associate

• Provide technical support for hosting and related services through tickets, chat, and phone
• Partially monitor infrastructure
• Mentor 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 managers
• Handle cross-sales and upsales
• Provide customer feedback to managers to improve products, services, and customer satisfaction
• Advise customers on developing their services
• Assist the Migration Department with migrations
• Undertake development of services
• Periodically perform duties outside basic responsibilities to support the company’s main target and personal development

• Good knowledge of Linux and Windows operating system environments
• Good knowledge of web and database servers, including Apache, MySQL, and MSSQL
• Good knowledge of mail services, including Postfix, Dovecot, SMTP, IMAP, POP3, and Sieve
• Expertise with Plesk or cPanel
• Expertise with CMS platforms such as WordPress and Joomla
• Good knowledge of Node.js, Ruby on Rails, CDN, virtualization, and related technologies
• Expertise with monitoring systems such as Nagios and Prometheus is a plus
• Expert troubleshooting skills and strong attention to detail
• Exceptional written and verbal communication skills in Greek and English
• Cooperation skills and team spirit
• Self-leadership skills and ability to take initiative
• Ability to provide professional and friendly customer support

• Diversity and inclusion commitment
• ESG and sustainability initiatives
• Balanced lifestyle in Heraklion, Crete with mild climate and Mediterranean cuisine