First Line Support team member (вакансія неактивна)

We are now looking for a First Line Support team member. This person is expected to provide outstanding support for clients and be responsible for successful platform operation.

Requirements:

• English: Intermediate or higher
• Excellent PC skills and good technical background in general
• Ability to multitask
• Being ready to make decisions and explain them
• Knowledge of SQL/DevTools/API will be an advantage
• Ability to work in shifts (8-hour shift, 3 times/week, 7am-3pm, 3pm-11pm, 11pm-7am)
• Ready to hire a student (If you are studying in IT major this would be an advantage)

Responsibilities:

• Receive and manage customers’ requests, questions through Support Team communications channels (Slack, Skype, Jira service desk). No cold calls
• Diagnose and troubleshoot technical issues
• Ask customers targeted questions to quickly understand the root of the problem and gather additional details for higher levels of support
• Monitor issues through to resolution, within agreed time limits (SLA)
• Properly escalate issues unresolved by 1st line to appropriate internal teams
• Ensure all issues are properly logged within the ticketing system
• Follow up with clients to ensure their systems are fully functional after troubleshooting

Personal skills required:

• Attentiveness
• Responsibility
• Discipline
• Friendly temper

You will get:

• A position in a product developments company with a dynamic environment and several concurrent projects
• Opportunity to grow inside the company towards tech positions (QA, FE etc.) in future
• Opportunity to contribute (your ideas for improvement implementation)
• Team of motivated professionals
• Continuous self-improvement and growth, including certifications and courses
• Competitive salary
• English language courses
• Co-working in a historical part of Kyiv, Podil
• Opportunity to work remotely
• Corporate events and fun team-building activities.