Tech Support Specialist

We are an international software and development company aiming to help improve the efficiency and workflow by designing and implementing unique solutions that answer our customers business needs.

Our fun-packed crew of young and dynamic professionals will be by your side every step of the way. Simply showcase your very best side and instantly gain access to the mandatory ingredients for a delectable success recipe.

Your main job duties:

Be in contact with customers.

Constant communication with operators and game providers (mostly through ticketing system, but also through Skype)

  • Handle and resolve escalated issues from clients
  • Escalating possible issues to QA team / development
  • Monitor Dashboards and raise issues to internal or 3rd party provider if necessary
  • Writing and maintaining support documentation
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve client request/issues
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams/provider
  • Talk clients through a series of actions, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. developers)
  • Support Ticket handling
  • Rapidly establish a good working relationship with customers and other professionals, such as software developers
  • Required to work on shifting schedule

Professional requirements:

  • Logs / Zabbix / Jira / Confluence knowledge
  • Knowledge in Jira ticketing system/project management and Confluence documentation
  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role – 1 year
  • Ability to diagnose and troubleshoot basic technical issues
  • Ability to adapt easily in an active team
  • Ability to evaluate, prioritize issues and to solve or delegate them when needed
  • Familiarity with help desk solutions and monitoring applications
  • Excellent English (written and spoken) skills
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