Customer Support Specialist

As a Customer Support Specialist at Gcore, you will serve as a vital point of contact for customers and internal users, handling inquiries through chat, email, and the rare phone call. Your expertise will help clients understand our services like CDN and Streaming, while also diagnosing any technical issues they may face, escalating them as needed to technical support specialists. This role requires strong problem-solving and communication skills, making it perfect for someone who enjoys helping others.

To be a successful Customer Support Specialist at Gcore, you should have over a year of technical support experience and good networking knowledge, particularly in TCP/IP and DNS. Additionally, you need excellent English communication skills at a B2 level or higher, along with the ability to explain technical concepts clearly. If you have experience with CDN or DNS and a basic grasp of Linux and API, those will definitely be considered a plus!

The Customer Support Specialist position at Gcore features a shift schedule that consists of either a night or day shift, each lasting for 11 hours, including a one-hour break. Day shifts run from 19:00 to 07:00 local time, while night shifts follow the same pattern. This setup allows you to enjoy two days off after completing your second shift, providing a balanced work-life dynamic.

At Gcore, we prioritize our employees' well-being and professional growth. Our benefits package includes competitive salaries, flexible working arrangements, private medical insurance for you and your family, additional vacation days, and even allowances for significant life events or birthdays. We strive to create a supportive environment where our team members can thrive both personally and professionally.

As a Customer Support Specialist at Gcore, you play a crucial role in our mission of transforming the internet by ensuring that our customers receive top-notch support. Your ability to diagnose and resolve issues allows clients to utilize our innovative cloud and edge services seamlessly, helping to enhance their online experiences. Your work directly impacts customer satisfaction and strengthens Gcore's reputation in the industry.

The ideal Customer Support Specialist at Gcore should be responsible, organized, and possess an optimistic outlook. Strong communication skills are essential, as is a keen ability to prioritize tasks effectively in a dynamic work environment. Problem-solving abilities and a willingness to learn will also contribute to your success in this role, as you will frequently encounter new challenges that require quick thinking and adaptability.

Gcore places a strong emphasis on the professional growth of our employees. As a Customer Support Specialist, you will have access to language classes and training that enhance your technical skills and customer service excellence. By being part of our forward-thinking team, you will not only contribute to innovative solutions but also continuously develop your career in the growing tech industry.

When answering this question, elaborate on your previous roles in technical support, emphasizing specific instances where you successfully resolved issues. Highlight your familiarity with networking concepts and tools, showcasing your ability to translate technical jargon into simple terms for customers.

In responding to this question, emphasize the importance of active listening, empathy, and problem-solving. Provide a brief example of a past experience where you diffused a tense situation, outlining the steps you took to resolve the customer's concerns and ensure their satisfaction.

Before the interview, take time to research Gcore's services thoroughly. When asked, demonstrate your knowledge of how these services operate, their benefits, and how they help clients enhance their online performance. This will show your genuine interest in the company and its offerings.

Share your approach to prioritizing tasks effectively, focusing on urgency and impact. Discuss any tools or strategies you use, and illustrate your method with examples from your past experience where you managed competing demands during busy periods.

Provide a specific example detailing the problem, your troubleshooting process, and the ultimate solution. Showcasing your analytical skills and logical approach conveys your competency as a Customer Support Specialist at Gcore.

In your answer, emphasize essential skills such as strong communication, problem-solving abilities, technical knowledge, and a customer-oriented mindset. You can also mention how these skills align with Gcore's values and the importance of fostering positive customer experiences.

To answer this question effectively, outline your approach to breaking down complex topics into simpler terms. Use a relevant example to illustrate how you successfully communicated a technical challenge to someone unfamiliar with the jargon, showcasing your ability to connect with customers.

Research Gcore's values and company culture ahead of time. Use your answer to discuss aspects like teamwork, innovation, and a commitment to customer service as they pertain to Gcore. This demonstrates your alignment with the company and your excitement about being part of the team.

Discuss your proactive approach to professional development, mentioning specific resources like blogs, forums, or courses you follow. Highlighting your eagerness to learn and adapt aligns with Gcore's innovative spirit.

When answering, share your enthusiasm for the role and the company. Discuss what excites you about Gcore's mission to transform the internet and how you see yourself contributing to that vision through outstanding customer support.