Logo of Huzzle

Home

Matches

Explore

Manage

Technical Support Specialist L1 - Nordic Languages

image

Planet

1mo ago

  • Job
    Full-time
    Entry & Junior Level
  • Quick Apply

AI generated summary

  • You must have strong analytical skills, customer service experience, basic TCP/IP knowledge, and teamwork abilities. Proficiency in Nordic languages and a degree is preferred. Willingness to work 24/7 shifts.
  • You will provide Level 1 support via various channels, analyze issues, configure settings, assist with onboarding, and collaborate with teams on escalated tickets while promoting self-service.

Requirements

  • - Excellent analytical and problem-solving skills, with the ability to multitask, with solid troubleshooting experience
  • - Exceptional customer service and confident communication skills, customising your interaction to the individual customer personalities and contexts
  • - Strong work ethic and ability to work efficiently and effectively with minimal supervision
  • - Ability to work in a fast-paced environment with excellent organizational skills
  • - Able to work to targets (SLA’s)
  • - Basic technical background in Engineering for TCP/IP | Networks (Switching, Routing)
  • - Wide proven experience of remote or on-site support, collaborating with customers, partners, and internal teams
  • - Experience in network operations or on field operations
  • - Preferably familiar with some types of production environments and common industry brands & variants of hardware assembly and configuration
  • - Excellent teamwork skills
  • - Enthusiastic and a great attitude towards learning
  • - Experience managing service and/or operational level agreements with strong customer service, interpersonal and active listening skills
  • - A high standard of written and spoken English and Nordic Languages - Swedish/Norwegian/Finnish/Danish (additional languages such as French, German, Italian, Spanish are a plus)
  • - Attention to detail
  • - Able to work with non-technical customers and technical customers alike
  • - Preferably with network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)
  • - Preferably with a B.S. or equivalent science/IT degree preferred
  • - Willingness to work from the office and to cover 24/7 rotation shifts including weekends and some holidays

Responsibilities

  • - Responsible to deliver the content to end users on an appropriate manner, focused on meeting contracted customers SLA´s and KPI´s
  • - Provide Level 1 support levels via phone, email, tickets, or other needed methods on Hoist/Planet managed solutions, logging customer requests (CR) or incidents, or simply follow-up/update customers on case status
  • - Analyse data to determine issues root causes of problems and resolve them from remote, using as required diagnostic testing and software equipment
  • - Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course delivery
  • - Carrying out screen-sharing to help customers get set up and operational
  • - Empowering customers by promoting Knowledge base and self service
  • - Configure security, operational and access settings/permissions for groups or individuals
  • - Work with Level 2 and Product Team on escalated tickets
  • - Log and escalate calls with third parties where required, ensuring communication back to the customer
  • - Onboard new team members and provide necessary product and processes training

FAQs

Do we support remote work?

Yes, we offer a hybrid work model which includes onsite presence in Lisbon, Portugal.

What languages are required for the position?

The position requires a high standard of written and spoken English and proficiency in Nordic languages such as Swedish, Norwegian, Finnish, or Danish. Additional languages like French, German, Italian, or Spanish are a plus.

What are the primary responsibilities of a Technical Support Specialist L1?

The primary responsibilities include providing Level 1 support via various channels, analyzing data to determine root causes of issues, maintaining system capabilities through troubleshooting, and assisting customers with system operational assessments.

What qualifications are preferred for this role?

Preferably, candidates should have a B.S. or equivalent in a science/IT degree, basic technical background in engineering for TCP/IP and networks, and network vendor technical certifications (e.g., Aruba, Ruckus, Cisco, Brocade).

Is experience in network operations necessary for this position?

Yes, experience in network operations or collaboration with customers, partners, and internal teams is preferred.

What type of work environment can I expect?

The work environment is fast-paced, requiring efficient and effective work with minimal supervision while maintaining a strong focus on customer service.

Are there specific hours or shifts required for this role?

Yes, there is a requirement to cover 24/7 rotation shifts, including weekends and some holidays.

Will there be training for new team members?

Yes, the role includes onboarding new team members and providing necessary product and processes training.

How important is teamwork for this position?

Excellent teamwork skills are essential for this position, as collaboration is integral to providing effective technical support.

What organizational skills are necessary for this role?

Candidates should possess excellent organizational skills, with the ability to multitask and work to targets set by service level agreements (SLAs).

Planet

Largest earth observation satellite network delivering a near-daily global dataset

Technology
Industry
501-1000
Employees
2010
Founded Year

Mission & Purpose

Planet is the leading provider of global, daily satellite imagery and insights. Planet is driven by a mission to image all of Earth’s landmass every day, and make global change visible, accessible, and actionable. Founded in 2010 by three NASA scientists, Planet designs, builds, and operates the largest fleet of imaging satellites, as well as online software, tools and analytics needed to deliver data to users. Decision makers in business, government, and within organizations use Planet's data and machine learning-powered analytics to develop new technologies, drive revenue, power research, and make informed, timely decisions to solve our world's toughest challenges.