Customer Support Specialist

📌 Core Information

🔹 Job Title: Customer Support Specialist

🔹 Company: Gcore

🔹 Location: Vilnius, Vilniaus Miestas, Lithuania

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing first-line support for customers and internal users.
• Offering consultations on Gcore's products such as CDN, Cloud, and Storage.
• Resolving technical issues via diagnostics and client interactions.
• Working closely with higher technical support levels for issue escalation.

ASSUMPTION: The role involves comprehensive support across various digital services, suggesting a broad familiarity with technical and customer service domains is critical.

📋 Key Responsibilities

✅ Handle customer requests via chat, email, and occasionally phone in English.

✅ Provide consultations on products like CDN, Cloud, and Hosting.

✅ Conduct technical diagnostics and collect incident data.

ASSUMPTION: Responsibilities may require dynamic problem-solving skills, indicating a technologically adaptable environment.

🎯 Required Qualifications

Education: Not specified

Experience: At least 1 year of experience in customer or technical support.

Required Skills:

• Experience with Zendesk and Jira.
• Basic networking knowledge (e.g., TCP/IP, DNS).
• Strong customer advocacy and soft skills.

Preferred Skills:

• German language proficiency.
• Experience with Linux and API.

ASSUMPTION: Potential candidates may benefit from additional language skills and experience in similar technological fields, suggesting a diverse skill set is advantageous.

💰 Compensation & Benefits

Salary Range: Competitive, exact range not specified, aligning with industry standards for technical customer support roles.

Benefits:

• Flexible working hours and remote working options.
• Private medical insurance and additional leave allowances.
• Language classes and team sports activities.

Working Hours: Two consecutive day shifts from 08:00 AM to 20:00 PM followed by two days off.

ASSUMPTION: Benefits highlight Gcore's commitment to employee wellness and flexibility, akin to modern tech industry practices.

📌 Applicant Insights

🔍 Company Context

Industry: IT Services and IT Consulting, focusing on cloud and edge solutions.

Company Size: 501-1,000 employees, which can mean dynamic project involvement and quick decision-making processes.

Founded: 2014, has had strong growth across global markets.

Company Description:

• Specializes in edge and cloud services with global operations.
• Trusted by major gaming and tech companies for infrastructure support.
• Focus on innovative, high-performance digital solutions.

Company Specialties:

• Content Delivery Networks (CDN)
• Cloud Storage and Security
• Full-scale internet technologies

Company Website: https://gcore.com/

ASSUMPTION: Gcore's rapid expansion suggests an environment rich in professional growth opportunities with an emphasis on cutting-edge technology adoption.

📊 Role Analysis

Career Level: Entry to mid-level, offering opportunities for growth and skill diversification.

Reporting Structure: Likely reports to a Technical Support Lead or Manager.

Work Arrangement: Hybrid model, allowing for some flexibility in work location.

Growth Opportunities:

• Potential for advancement in technical support roles.
• Networking opportunities with tech industry giants.
• Expansion of technical and soft skills through active learning environments.

ASSUMPTION: Career growth paths within Gcore are favorable, particularly for those interested in tech support and customer service innovations.

🌍 Location & Work Environment

Office Type: Modern office environment that promotes productivity and collaboration.

Office Location(s): Business center "3Bures", FL 16, Vilnius, LT-09320, Lithuania

Geographic Context:

• Vilnius is a thriving European tech hub with diverse career opportunities.
• Access to a rich cultural and historical heritage, enhancing work-life balance.
• Well-connected transportation options for commuting.

Work Schedule: Structured shift patterns to ensure work-life balance.

ASSUMPTION: The work environment in Vilnius likely supports professional development amidst a rising tech-centric community.

💼 Interview & Application Insights

Typical Process:

• Initial application screening.
• Technical and behavioral interviews.
• Possibly a skill assessment test.

Key Assessment Areas:

• Technical proficiency.
• Communication and problem-solving skills.
• Customer service understanding.

Application Tips:

• Highlight technical support experience in digital services.
• Showcase problem-solving and customer interaction abilities.
• Be prepared to discuss prior accomplishments in similar roles.

ATS Keywords: Zendesk, Jira, CDN, Cloud, DNS, Technical Support.

ASSUMPTION: Gcore's application process values candidates who can demonstrate practical problem-solving skills and technical adaptability.

🛠️ Tools & Technologies

• Zendesk for customer service management.
• Jira for issue tracking and project management.
• Networking tools for diagnostics (e.g., traceroute).

ASSUMPTION: Familiarity with these tools is critical, as they are fundamental to the daily workflow of this position.

👔 Cultural Fit Considerations

Company Values:

• Innovation through technology.
• Commitment to customer satisfaction.
• Collaboration across global teams.

Work Style:

• Adaptability in a fast-paced environment.
• Emphasizes continuous learning and skill development.
• Prioritizes clear communication and teamwork.

Self-Assessment Questions:

• Am I comfortable working with global clients and teams?
• Can I manage complex technical issues efficiently?
• Do I thrive in a dynamic, tech-driven environment?

ASSUMPTION: A cultural fit at Gcore would likely require alignment with its innovative drive and client-focused ethos.

⚠️ Potential Challenges

• High volume of support requests.
• Maintaining up-to-date technical knowledge.
• Balancing diverse customer expectations.
• Coping with fast-paced changes in tech environments.

ASSUMPTION: Challenges can emerge from dynamic tech landscapes requiring proactive adaptability from the team members.

📈 Similar Roles Comparison

• Similar roles may offer less flexibility in working arrangements.
• Other positions might not require technical diagnostics.
• Gcore's supportive culture might differ from competitors.

ASSUMPTION: Comparable roles in the industry may not provide the same breadth of technology exposure, making this position a unique opportunity.

📝 Sample Projects

• Implementation of improved customer support workflows.
• Technical support for a major product upgrade.
• Collaboration in a cross-departmental improvement initiative.

ASSUMPTION: Sample projects may vary, heavily influenced by company priority projects at any given time.

❓ Key Questions to Ask During Interview

• What are the key performance metrics for this role?
• What type of support does the company offer for skill development?
• How does the team manage high-pressure periods?
• What scope is there for career progression within Gcore?
• Can you describe a typical day in this role?

ASSUMPTION: These questions will provide insights into the role's expectations and support mechanisms for employees.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Gcore career portal.
• Prepare your resume to highlight tech support experiences.
• Ensure your cover letter addresses key skills and eagerness for the role.
• Gather references that can attest to your customer service prowess.
• Prepare for potential digital interviews using company platforms.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.