Customer Technical Support

Play'N Go - Las Vegas, NV

Full-time

Remote - Las Vegas, NV

About the position

The Customer Technical Support role at Play'n GO is focused on providing exceptional technical assistance to customers by diagnosing and resolving software and hardware issues. This position requires proactive monitoring of infrastructure, effective communication with customers, and collaboration with cross-functional teams to enhance the overall customer experience. The role is fully remote and offers a flexible work environment, emphasizing a balance between work and personal life.

Responsibilities

• Diagnose and troubleshoot software and hardware problems, providing timely and effective solutions to customers.
• Proactively monitor the infrastructure to identify and address potential issues before they impact the customer experience.
• Utilize remote desktop connections to deliver immediate troubleshooting and resolution of network and reachability issues from cloud instances.
• Utilize a ticketing system and chat applications to swiftly address straightforward customer queries, ensuring customer satisfaction.
• Collaborate with customers over the phone to offer clear and detailed instructions or provide written technical manuals for intricate issues.
• Build and maintain a strong rapport with customers, earning their trust as a go-to source for technical assistance.
• Stay up to date with industry trends and advancements to provide cutting-edge solutions to customers.
• Collaborate with cross-functional teams to address complex technical challenges and improve the overall customer experience.
• Document technical support processes, solutions, and best practices for future reference and training purposes.

Requirements

• Bachelor's degree in a relevant field, such as Computer Science, IT, or Software Engineering, or minimum 2 years relevant work experience.
• Proven experience in diagnosing and resolving software and hardware issues.
• Strong familiarity with network troubleshooting, operating system configuration, and remote desktop tools.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts in simple terms.
• Customer-centric attitude with a genuine passion for assisting people with computer-related challenges.
• Proactive mindset, with the ability to identify potential issues and address them before they impact customers.
• Problem-solving mindset, capable of analysing complex issues and providing innovative solutions.
• Ability to work effectively both independently and as part of a collaborative team.
• Attention to detail and organizational skills to document solutions and maintain accurate records.
• Strong sense of accountability and responsibility to ensure timely and accurate support to customers.

Nice-to-haves

• Knowledge of Microsoft Windows Server and Linux OS (Ubuntu)
• Knowledge of Amazon Web Services such as Cloud Watch, EC2, VPC, S3, IAM and understanding of core networking concepts such as TCP/IP, Firewalls, NAT and VPN
• Knowledge of PowerShell and Bash scripting.
• Knowledge of Perl and Python
• Strong oral and written communication skills in English
• Knowledge of Octopus Deploy
• Knowledge of monitoring tools such as Grafana, OpenSearch, Kibana, Prometheus, OP5.
• Knowledge of REST API, Postman, and SOAP UI.
• Knowledge of Microsoft Active Directory.

Benefits

• Flexible work environment
• Generous package of benefits, activities, and initiatives
• Opportunities for personal and professional growth