About the companyOpenprovider is an ICANN-accredited domain registrar and technology company founded in 2004 in Rotterdam, Netherlands.
Now we are a team of 85+ people, working fully remotely from all over the world.
All Openprovider employees work on a fully remote basis and without any geographical limitations.
You don't have to go to the office each day and deal with traffic or painful commutes.
All you need is yourself, a laptop, and a cup of coffee.
We support a flexible schedule and are 100% performance and result-oriented.
Thanks to a combination of experience and expertise, we enable data-driven decision-making.About the teamWe're a team of support professionals located across the globe, and split into 1st line (mostly busy with quick, customer-facing tasks) and 2nd line (doing more lengthy technical things).We're making our customers happy by ensuring they can solve issues themselves through self-service and providing them fast and effective solutions where needed.
Our main job now is building the Knowledge Base, developing self-service tools for ourselves and customers, as well as growing our people's expertise to tackle more complex tasks on support level.
About the roleWe're looking for a self-organised, passionate Junior 1st Line Support Engineer, who is hungry to learn, figure out complicated things, who loves communicating with people, and wants to grow technical expertise.
This role operates on rotating shifts, including nights, weekends, and holidays, to ensure we provide 24/7 coverage.This role is ideal for recent graduates who are eager to begin their career in the IT industry and gain hands-on experience in a supportive, fully remote environment.Mission Growing Openprovider as a self-service platform through documentation, automation, and processes for internal and external customers.Key responsibilitiesWork in rotational shifts to provide 24/7 support to customersProviding excellent quality of service to our customers and solving their problems effectively communicating via phone, chat and ticketing systemSolving a variety of tasks using internal toolsets around products like SSL certificates, domains, Plesk/Virtuozzo licenses and SpamexpertsActively using, maintaining and improving our knowledge base, making it a single point of truth for customers and peersWorking closely with other departments around the world to solve customers' problems effectively & improve the quality of our products and servicesAnalysing your day-to-day operations and processes within the department to generate ideas on manual work automation and processes improvementActively learning, on your own and with the team, about our products, technologies, and toolsTake care of abuse request and end user queueRequirementsBachelor's degree in Information Technology, or a related IT fieldAdvanced written and spoken English Excellent written and spoken communication skillsProactive, polite & empathetic in communications with peers and customersAble to express thoughts well and grammatically correctAble to search, structure, systematise and put new and existing knowledge on paperAble to explain complicated things in simple wordsAble to work autonomously, without direct supervisionGood at managing expectations of othersEnthusiastic and willing to learn new thingsGreat team player and has a good sense of humourKnowledge on Rare TLD processedProper knowledge of Excel.Able to keep an SLA and work under pressure.We offerFull-time position, long-term contract100% remote work (you can work from any location, no need to go to the office);Paid time off and sick leaves;Work schedule: 5 days/week, 8 hours/day;Shift Rotation: work on a rotational schedule, including night shifts, weekends, and holidays, to ensure 24/7 global support coverage;Job training: first 2 months will be a training period (in a daytime) before going into shifts;International team and regular online and offline events to stay connected;Internal workshops, and knowledge-sharing sessions;Quarterly review and annual salary review.