L1/L2 technical support

L1, L2 Support Specialist

We are looking for a L1, L2 Support Specialist who will strengthen our team and contribute to the success of our products. Product is on a sales field

Work format: remote
Employment: full-time
Salary range is open
Work schedule is on EST time zone

Key Responsibilities:

● Handling support tasks with control over resolution or escalation through the ticketing process;
● Analyzing customer problems, identifying root causes, and providing effective solutions to ensure customer satisfaction;
● Collaborating with other departments to address customer tasks and issues;
● Expanding and maintaining an internal knowledge base to keep it up to date.

Required Skills:

● English language proficiency at least at the B2 level since we communicate with our customers in English. All communication with customers is via text and voice chats;
● Attention to detail, responsibility, proactiveness, and customer orientation - as basic and cliche as it sounds, it's important qualities since we are building financial products and it's extremely important to pay close attention to the issue at hand and determine what exactly is going on and why.

It's nice to have:

● Experience with Jira Service Management;
● Diploma or Bachelors in STEM or business related fields