The Service Desk Executive plays a key role in enhancing our commitment to delivering exceptional customer experiences through effective support and technical expertise. As a member of the Level 1 Technical Support Team, reporting to the Manager – Service Desk, the Service Desk Executive is responsible for supporting Core42 products’ customers. This includes providing support, general guidance, best practices, technical diagnosis/troubleshooting, and operational instructions. This position presents a great opportunity for professionals to thrive in a dynamic environment, offering diverse challenges and continuous skill development.
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Location
UAE
Responsibilities
- Answer customer inquiries via phone and email, resolve technical issues, and provide guidance on how to best use Core42 products.
- Record customer interactions in the form of tickets and escalate them to level 2 and 3 teams as needed.
- Use internal support tools, consoles, SDKs, and command line tools to create detailed descriptions of customer issues, reproduce errors or problems, and advocate for the customer.
- Strive to improve the customer service experience and facilitate organic growth.
- Take ownership of customer issues, drive resolution, and become a subject matter expert on our cloud services.
- Manage incidents, service requests, and changes adhering strictly to the SLAs.
- Ensure customer satisfaction by properly interacting with customers and following up closely on any tickets.
Qualifications
- Bachelor’s degree in applicable field or equivalent experience.
- Experience as a Linux Administrator, Technical Support Engineer, or similar in a production Linux environment.
- Strong understanding of cloud computing platforms (e.g., AWS, Azure, GCP).
- Knowledge of networks, routers, switches, firewalls, and TCP/IP stack.
- Proficiency in written and spoken English communication, with strong interpersonal skills for effective user interaction.
- Demonstrates strong problem-solving abilities and a customer-centric mindset for delivering exceptional support.
Work Conditions
The role requires 24/7 support on a rotating shift schedule.
