Job experience: 3-6 years
Type of employment: Full time

Key responsibilities:

  • Coordinate the support team
  • Organise the continuous & effective support process
  • Organise the process of the monitoring tickets, consolidate metrics, etc.
  • Control the key SLAs (answer the customers questions, resolving of tickets & so on)
  • Control the internal ticket routing process
  • Control the Account Knowledge Base & FAQ enrichment

Key competencies:

  • Fluent English and Russian
  • Experience with computer programs or IT background or experience in support team
  • WARNING! During your work you will have to communicate in English very often, so if your speaking and writing English is not Fluent, please do not respond to this position!
  • Strong technical experience & skills
  • Strong teamleading experience & skills
  • Basic business processes & product features understanding
  • High responsibility for personal and subordinate employees results
  • Real experience and understanding of the base IT support methodologies and terms (ITIL/ITSM, DevOps, SLA, Request Management, Knowledge base, Service Desk, Ticket/Incident etc.)
  • Customer focus and positive company service image making
  • Proactivity, independence, problem solving, communication skills

Conditions:

  • Flexible working schedule
  • Technological and soft skills training and workshops
  • Opportunity for professional and career development
  • Friendly team
  • Location: Customer Office/Work from home

Annual paid courses of improvement of knowledge level
Annual bonus
Medical insurance after 1 year in company

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