Customer Support Specialist (Chat & Email)

Quick Facts

• Role: Customer Care Specialist (chat & email)

• Focus: Resolve customer issues (network and hardware), communicate clearly, and drive problems to completion

• Availability: 24/7/365 support with shifts including weekends (and occasional nights)

Description

You will be the first point of contact for customers who need help with infrastructure issues. Instead of simply closing tickets, you investigate problems, explain what’s happening, and coordinate resolution—sometimes involving remote hands in a data center. The role offers technical growth in networking and hardware diagnostics while requiring strong customer communication.

Responsibilities

• Investigate network problems using internal monitoring (latency, packet loss, jitter)

• Check routing and available routes; handle advanced cases such as BYOIP over BGP and BGP ECMP setup

• Communicate status and actions clearly to customers

• Diagnose technical/hardware issues (e.g., disk SMART errors, unresponsive servers)

• Request and evaluate outputs such as SMART diagnostics and logs

• Coordinate remote hands for any required physical interventions

• Take responsibility for issues end-to-end and contribute to improving internal systems and the product

Requirements

• Customer-focused attitude and willingness to truly solve customer problems

• Excellent written English at C1 level (no certificate required)

• Ability to communicate in Czech

• Interest in technical work and drive to develop; networking terms like IP address, routing, traceroute, DNS, and RAID should be learnable

• Ability to take ownership and follow through across teams

• Ability to work varied shifts including weekends (8:00–16:00, 16:00–0:00, occasional 0:00–8:00)

Benefits

• Competitive compensation based on experience and performance

• Young, talented team and continuous learning

• Low bureaucracy: trust and freedom, customer-focused work

• Work environment in a historic villa with garden in Vinohrady (dog-friendly)

• Free breakfasts and lunches, snacks, fruits, and fresh juices

• Equipment provided (e.g., laptop, monitors, headset)

• Ergonomic support: Spinalis health chair and standing desks

• Free in-house barber service

Selection Process

• Interview with the future team lead (no HR)

• Trial chat over Slack (remote)

• In-person meeting at the villa if there is mutual fit

• Final meeting with the CEO