Cloud Support Agent

Reston, VA - USA

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

Provides frontline technical support to customers by troubleshooting infrastructure issues resolving technical and billing inquiries and ensuring high levels of customer satisfaction. Works closely with internal teams to maintain system reliability improve processes and enhance the overall customer experience in a 24/7 support environment.

Essential Duties & Responsibilities

Serves as the first point of contact for customers through multiple support channels
Troubleshoots technical issues related to cloud infrastructure and systems
Researches resolves and escalates customer issues with urgency
Ensures system availability and works to quickly restore services when disruptions occur
Communicates effectively with customers to understand issues and provide solutions
Collaborates with internal teams to improve support processes and customer experience
Maintains and improves technical knowledge through training and continuous learning
Identifies opportunities to enhance workflows and operational efficiency

Minimum Requirements

Minimum 3 years of experience in technical customer support
Strong troubleshooting and analytical problem-solving skills
Experience with ticketing systems (e.g. ServiceNow Zendesk)
Knowledge of Linux and Windows server environments
Experience with virtualization technologies (e.g. VMware Hyper-V)
Understanding of networking concepts (OSI model ports protocols)
Familiarity with operating systems command-line tools and control panels (e.g. cPanel Plesk)
Relevant certifications (e.g. CompTIA LPI) preferred
Strong written and verbal communication skills

Job Summary Provides frontline technical support to customers by troubleshooting infrastructure issues resolving technical and billing inquiries and ensuring high levels of customer satisfaction. Works closely with internal teams to maintain system reliability improve processes and enhance the overa...