Customer Support Specialist

Company Description

Have you ever wondered why your favorite apps, social media content, and video games load in the blink of an eye? It's likely because of Gcore behind the scenes!
Join a team that collaborates with industry giants like Intel, Dell, NVIDIA, Graphcore, and Equinix to accelerate AI training, provide cutting-edge cloud services, and optimize content delivery.
If you are passionate about transforming the internet and contributing to cutting-edge innovations, come join us at Gcore!
We are over 550 professionals and currently looking for a Customer Support Specialist.

Job Description

Your Responsibilities:

• First-line support, which includes handling customers and internal users requests via chat, email, and phone (rarely happens) in English;
• Provide consultations about our products and services, such as CDN, Streaming, DNS and more;
• Resolve technical issues by providing technical diagnostics and collect the information about customers and users incidents, forward it up to the higher levels of technical support if needed.

Qualifications

We Expect you to Have:

• 1+ year of Technical Support experience
• Good networking knowledge (TCP/IP, DNS, MAC address, ping, traceroute)
• Good understanding of hardware and software diagnostics (reading logs, etc.)
• English level B2 or higher
• Excellent customer advocacy and soft skills
• Strong problem-solving abilities
• Quick learner, organized, and a team player
• Responsible, polite, and optimistic with strong communication skills
• Able to explain complex concepts clearly and simply
• Skilled at prioritizing tasks

Nice to have: 

• Experience with CDN or DNS
• Experience with Linux and API

About the schedule:

Each shift includes a 1-hour break.

• The first day shift runs from 19:00 to 07:00 local time, totalling 11 hours of work time.
• The second night shift runs from 19:00 to 07:00 local time the following day, also totalling 11 hours of work time.

After completing the second shift, you will have two days off.

Additional Information

What We Offer:

We value our employees and offer a benefits package designed to support your health, well-being, and professional growth throughout your journey at Gcore:

• Competitive salary
• Flexible working hours
• Remote, hybrid, or office work options depending on your role
• Work from anywhere in the world for up to 45 days per year
• Private medical insurance for you and your family*
• 5 additional vacation days*
• Additional fully paid sick leave days*
• Allowance for significant life events and birthdays
• Language classes
• Modern office space with free snacks, drink and entertainment options*
• Team sports activities*

*Please be aware that this benefit may vary depending on your country.

About the Company
Gcore is an international cloud and edge leader in providing first-class web performance, content delivery, and security. Headquartered in Luxembourg, with offices around the world, the company provides its solutions to global leaders in numerous industries.
Millions of people worldwide use apps and play games based on our infrastructure and services: we are trusted by World of Tanks, Albion Online, Avast, Photon, Unity, Sandbox Interactive, and others.
To find out more about Gcore, please check out our product website, LinkedIn page, and Instagram account. Let’s transform the Internet together!
Equal Opportunity Employer
We provide equal opportunity to all applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity, gender expression, national origin, disability, or any other legally protected characteristics.