Chi tiết công việc Customer Support Agent tại HUFR COMPANY LIMITED
1. Position overview
- Report to CEO
- Industry: Outsourcing Customer Support/Technical Support
- Standard working hours: Mon - Saturday (07:00 - 22:00)
2. Responsibilities:
- Handle customer support tickets (estimated 10/day) — mostly Linux and networking related questions
- Manage live chat during your shift
- Write knowledge base articles during downtime to improve support efficiency
- Process abuse reports: forward to internal systems, send statements to upstream
- providers, follow up on customer replies
- Apply internal policy to decide on warnings, suspensions, or account bans for abuse cases
- Maintain clear, professional, and honest communication with customers at all times
3. Requirements:
- Minimum 2 years of experience in a technical support role
- Basic Linux and IT knowledge (How to SSH, what is VNC, RDP etc..)
- Basic networking: understanding of IP addresses, DNS, firewalls, ping/traceroute troubleshooting
- Experience with unmanaged VPS or dedicated server environments (either as user or support)
- Good written English — all communication is in English
- Experience with a hosting or datacenter support team
- Familiarity with Proxmox, Plesk, or similar technologies
- Understanding of abuse handling processes (DMCA, spam, network abuse)
4. Benefits:
- Salary: Negotiate + Commission
- Social, Health, and Unemployment Insurance (SHUI)
- Parking allowance: As per Company policy