Jobs Customer/Technical Support

BlueBird Tech — українська інженерна компанія, що створює інноваційні військові рішення. Ми працюємо на перетині оборонних розробок, програмного забезпечення, штучного інтелекту та систем безпеки.

Наша мета — посилення обороноздатності України та розвиток високотехнологічного сектору в міжнародному масштабі.

У зв’язку з розширенням та масштабуванням компанії ми шукаємо Business Support Specialist, який/яка підсилить нашу команду та допоможе розвивати технологічні рішення, що мають важливе значення.

Вимоги

• Досвід від 1 року в ролі з комунікацією між відділами та роботою з інформацією
• Розуміння бізнес-контексту запиту, не лише його поверхневого змісту
• Досвід презентацій або навчання для нетехнічної аудиторії
• Впевнена робота з Jira, Notion та AI-інструментами
• Англійська на рівні ділового листування

Обов'язки

• Презентація нових інструментів автоматизації та оновлень для співробітників компанії
• Збір та структурування зворотного зв'язку від користувачів, виявлення повторюваних проблем
• Підготовка та оновлення користувацької документації у Notion: FAQ, гайди, інструкції
• Обробка вхідних запитів у Jira в межах своєї зони відповідальності
• Підготовка чернеток ТЗ після погодження з керівником

Буде плюсом

• Досвід роботи в IT-компанії або продуктовій команді
• Розуміння основ UX
• Досвід написання продуктових або процесних текстів

Що пропонуємо :

• Можливості для професійного та кар'єрного зростання
• Участь у проєктах із суспільною цінністю та реальним впливом
• Корпоративні курси англійської мови
• Підтримка корпоративного психолога
• Корпоративне навчання з тактичної медицини
• Оплачувані лікарняні та відпустки відповідно до чинного законодавства України
• Бронювання для військовозобов'язаних відповідно до чинного законодавства України 

Якщо Ви шукаєте місце, де Ваш професіоналізм, старанність і відповідальність приносять реальну користь та цінуються командою — будемо раді познайомитися.

 У разі, якщо ваш досвід відповідатиме вимогам позиції, ми зв’яжемося з вами для подальшого спілкування.

Job Summary:

We are seeking two skilled L2 Support Engineers to join our dynamic support team. These engineers will play a critical role in ensuring the smooth operation of our services. They will be responsible for managing support tickets, troubleshooting issues, and providing maintenance communications. The ideal candidates should be proficient in using GraphQL, database queries, and bash scripts to resolve complex customer issues.

Key Responsibilities:

• On-Call Responsibility: Be available to take on-call duties as required to address urgent support issues.
• Support Ticket Management: Own the support ticket queue, ensuring timely triage, investigation, and resolution of issues.
• Issue Resolution: Utilize GraphQL queries, database queries, and bash scripts to resolve customer issues effectively.
• Maintenance Communications: Send out necessary maintenance communications to keep customers informed of ongoing and upcoming activities.
• Team Participation: Actively participate in daily standups, customer-led support meetings, and other relevant team discussions.
• Quality Assurance: Engage in QA activities to ensure the quality and reliability of our products and services.

• Confidential Client Integration Support: Provide specialized support for confidential client integration, leveraging existing documentation and tools like CloudWatch to diagnose and resolve issues.

   

Key Requirements:

• Technical Skills: Basic GraphQL knowledge, database queries, and bash scripting, with the ability to adapt to future REST API implementations.
• Experience: Previous experience in a similar L2 support role, preferably with experience in managing integration issues.
• Communication: Strong communication skills to effectively convey maintenance updates and participate in customer meetings.
• Problem-Solving: Demonstrated ability to troubleshoot complex issues and provide timely resolutions.

• Documentation: Ability to utilize and contribute to support documentation, including helpbooks and knowledge bases.

   

We offer:

- Long-term employment;

- Competitive compensation with regular performance based salary and career development reviews;

- 22 working days of vacation per year;

- 8 paid sick leave working days per year;

- Health insurance programme;

- Flexible working hours;

- Sponsored company educational program, corporate library, Toastmasters club;

- Funny celebrations, team outings and company events;

- Unique and friendly environment where everyone can explore and learn new technologies.

Who We Are

PAR Retail, with its Open Commerce® product suite and patent pending Wallet Steering® System, empowers Convenience & Fuel Retailers to gain more share of wallet and customer lifetime value than possible with any other solution provider. Stuzo’s unified Open Commerce product suite consists of: Activate for Intelligent 1:1 Loyalty, Transact for Contactless Commerce, and Experience for Cross-Channel Customer Experiences. Stuzo’s solutions are supported by a set of subscription-based program management services and are contractually backed by its 1.5X Performance Guarantee.  

Position Summary: 

The Member Support Representative serves as the frontline support contact for members participating in loyalty programs powered by our platform. This role requires confident communication, empathetic problem-solving, and the ability to assist members via phone, email, and chat. You'll help resolve issues related to app functionality, loyalty program questions, account verification, and rewards redemptions, including processing balance adjustments when appropriate. 

Key Responsibilities: 

• Confidently communicate with members across channels (phone, email, chat), providing timely and professional responses. 
• Troubleshoot and resolve questions related to loyalty accounts, mobile app access, account linking, and program participation. 
• Process loyalty balance adjustments within established guidelines, ensuring member satisfaction while balancing business needs. 
• Educate members on program benefits, app features, and how to get the most out of their loyalty experience. 
• Follow internal workflows to escalate complex issues to retailer support or platform teams as needed. 
• Maintain accurate and complete documentation of all member interactions in the ticketing system. 
• Uphold service-level agreements for first response time and resolution, adapting tone and messaging to fit the situation. 

• Support high-volume periods and marketing campaigns with poise and efficiency. 

   

Requirements: 

• Prior experience in a customer-facing role (call center, email, or chat support preferred). 
• Proficiency in spoken and written English is required to ensure clear and effective communication with members. 
• Strong written and verbal communication skills. Able to explain technical and program-related concepts clearly to a non-tech-savvy audience. 
• Comfortable handling difficult conversations and turning negative experiences into positive outcomes. 
• High attention to detail and a knack for identifying patterns in support issues. 
• Familiarity with CRM systems (FreshDesk, Zendesk, Salesforce, etc.), mobile apps, loyalty programs, or digital customer experiences is a plus. 

• A team-first attitude with the ability to multitask in a fast-paced, member-focused environment. 

   

Success Traits: 

• Confidence & Empathy: Projects assurance while staying patient and solution oriented. 
• Adaptability: Thrives in changing environments with varying support topics and priorities. 
• Ownership: Takes responsibility for delivering a great experience with minimal supervision. 

• Clarity: Communicates precisely, keeping the member informed throughout. 

   

 Schedule: 

• Minimum of 32 hours per week (Monday-Sunday), with scheduling based on business needs. 
• Availability during holidays is required. 

• Covering business hours between 6am – 6pm ET (we have different shifts).

   

  We offer:

• Long-term employment;
• Competitive compensation with regular performance based salary and career development reviews;
• Flexible working hours;
• Unique and friendly environment where everyone can explore and learn new technologies.

We are looking for a Partner Support Specialist to join an international team operating within the OnlyFans / affiliate ecosystem.

This role combines support, operations, partner communication, and affiliate-related processes. The main focus is supporting account management workflows, onboarding partners, coordinating operational tasks, and building long-term relationships with creators, models, and partners.
 

Responsibilities

— Support account managers and help optimize daily operations
— Communicate with creators, models, and partners
— Onboard new partners and provide ongoing support
— Work with affiliate / traffic-related processes
— Coordinate operational and support tasks
— Assist with retention and long-term partner development
— Help improve internal workflows and processes
— Collaborate closely with traffic and affiliate teams
— Monitor communication quality and support processes
— Work in a fast-paced, high-volume environment.

Requirements

— Experience in support / customer success / operations
— Experience in OnlyFans / affiliate / creator economy is a strong plus
— Understanding of affiliate ecosystem and traffic workflows
— Experience working with creators/models/partners is preferred
— Basic understanding of online marketing and monetization processes
— Experience with American clients or international teams is a plus
— Ability to multitask and work in a dynamic environment
— Strong communication skills
— Proactive and self-driven personality
— Team Lead / mentoring experience is a plus

-Russian and English languages

Ideal Candidate

— Strong hands-on specialist
— Understands the specifics of the OnlyFans / affiliate industry
— Comfortable working in a high-volume operational environment
— Able to maintain long-term partner relationships
— Interested in growing toward account / partnership management

What We Offer

— Fully remote work
— International team and fast-growing environment
— Training and full onboarding process
— Career growth opportunities
— Competitive compensation structure (fix + bonuses)
— Opportunity to work with international creators and partners

TurboStars is a multi-product IT company delivering fast, high-quality, and advanced B2B solutions for the iGaming industry. We create technological products that ensure speed, reliability, and the best user experience for millions of players worldwide.

We are always looking for our people, and right now we are looking for a Support Manager who enjoys being involved in sports events and has a passion for sports.

Key Requirements:

• At least 1 year of experience in customer support (preferably in betting or iGaming)
• Fluent in English and Ukrainian, with the ability to switch easily between them
• Passion for sports and deep knowledge of the rules of at least five popular sports
• Awareness of current events in the sports world
• Excellent communication skills, ability to work under pressure, and adapt quickly to changes
• Ability to handle a high volume of requests and quickly find optimal solutions
• Strong analytical skills to identify customer issues and provide appropriate solutions
• Ability to collaborate effectively with internal teams/providers to resolve complex issues

Will be a plus:

• Strong understanding of betting mechanics and the gambling industry
• Experience with CRM systems

Responsibilities:

• Building and maintaining strong relationships with B2B clients through effective communication
• Handling client requests professionally and promptly (via messengers, email, and ticketing systems), ensuring quick resolution
• Close collaboration with cross-functional teams to quickly identify and resolve issues

We offer:
🧘‍♂️ Work-life balance — even in challenging times
- We have created an environment where it’s pleasant to work and grow. You’ll find the balance between work and leisure and feel what it’s like to be part of a team that truly values you.

💻 Work format
- Choose where and how to work — from home, the office, or anywhere in the world.
- Convenient shift schedule (including mandatory night shifts)

🎉 Atmosphere and development
-  Gifts, giveaways, training, team buildings, and corporate events — you’ll never be bored with us!
-  Internal training, mentoring, access to courses.
-  Career growth without bureaucracy.

🏝 Vacation and sick leave
 🗓 Annual paid leave: 15 working days + 3 additional days off
 💊 Paid sick leave: 10 days per year
 🧠 Professional support: access to psychologist consultations (compensation package may be extended)
 💻 Online development: regular webinars, workshops, and trainings on both professional and general topics

🚀 Why us?
If you are looking for a friendly and ambitious product company that:
-  Uses modern technologies,
-  Values initiative and independence,
-  Is focused on the constant development of the team and the product

Then we are waiting for you! 🤝

We are looking for an experienced IT Support / NOC Engineer with strong MSP or outsourced IT support experience. The person should be comfortable working with multiple client environments, handling tickets, troubleshooting Microsoft 365, Windows Server, endpoint devices, networking issues, security tools, backups, and cloud infrastructure.
 

The ideal candidate should not only react to support requests but also understand how to monitor systems, document recurring issues, communicate clearly with customers, and escalate problems when needed. This role requires someone reliable, structured, and able to work independently in a fast-moving support environment.

Responsibilities:

• Handle L1/L2 technical support requests for business users and client environments.Monitor customer infrastructure, cloud systems, servers, endpoints.
• Administer and troubleshoot Microsoft 365 services, including Exchange Online, Teams, Intune, Entra ID / Azure AD, and user access issues.
• Support Windows desktop, Windows Server, basic Mac OS.
• Work with Active Directory, DNS, DHCP, TCP/IP, VPN, remote desktop tools, and common network troubleshooting scenarios.
• Support security and endpoint protection tools such as Microsoft Defender, Bitdefender, Sophos or similar solutions.
• Work with RMM, PSA, ticketing, time tracking, and documentation platforms such as ConnectWise and ITglue.
• Communicate with third-party vendors and software support teams when deeper troubleshooting is required.
• Create, update, and maintain technical documentation, SOPs, troubleshooting guides, and client environment notes.
   

Required Skills:

• Strong experience in MSP, NOC, remote IT support, or outsourced infrastructure support.
• Good practical knowledge of Microsoft 365 administration: Exchange, Teams, Intune, Entra ID / Azure AD.
• Experience with Windows Server and Windows desktop support.
• Understanding of networking fundamentals: DNS, DHCP, TCP/IP, firewalls, VPNs, routers, switches.
• Experience with remote support tools such as TeamViewer, ScreenConnect or similar.
• Experience with ticketing and documentation discipline.Good written and spoken English for customer communication.
• Ability to support several clients or environments at the same time without losing structure.
• Ability to troubleshoot issues independently, gather details, analyze logs, and communicate next steps clearly.
   

Nice-to-Have Skills:

• Experience with MSP tools such as ConnectWise, Kaseya, or similar.
• Experience with security platforms such as Microsoft Defender, Sophos, Blackpoint, Ironscales, ConnectSecure, or similar.
• Basic PowerShell scripting for automation and troubleshooting.Experience supporting business software such as QuickBooks, Sage, tax/accounting software, or other client-specific applications.
• Certifications such as MS-900, Network+, Sophos, Datto, Microsoft 365, Azure Fundamentals, or similar.
• Experience with Citrix, RDS / Terminal Services, VMware ESXi, vSphere, Hyper-V, or Azure infrastructure.
   

Personal Qualities:

• Reliable and disciplined in daily support work.
• Calm under pressure, especially during incidents or urgent client requests.
• Strong customer-service mindset.
• Able to document work clearly and consistently.
• Flexible with different client environments, tools, and processes.
• Able to learn new systems quickly and ask the right questions when documentation is missing.
   

Hiring process: HR Interview; Technical Interview; Client Interview.

Schedule (Kyiv time): 15:00 - 00:00.
 

We offer:

• Competitive compensation
• B2B contract, paid sick leave, 20 days of paid vacation
• Free English lessons  
• Flexible work schedule  
• Official holidays are non-working days  
• Paid courses and certifications  
• Сoach / psychologist consultation  
• Workshops  
• Career development plan
• Mentoring Education  
• Medical Health Insurance

Why Choose Us? What Do We Offer that’s Exceptional?

1. Cutting-Edge Technologies on Real Projects: At Langate, you’ll work with the latest technologies on live projects. We’re a dynamic, fast-growing company, so you’ll find a minimal amount of legacy systems and plenty of opportunities to implement new technologies.
2. Work-Life Balance with Benefits: We value work-life balance and offer paid time off, including vacation days and sick leave. Remote work options and hearty life are part of the package too.
3. Investment in Your Growth: We’re committed to your professional development. You can expect training programs, courses, and opportunities to enhance your English language skills.
4. Team Building and Unity: We know that a happy team is a productive team. That’s why we organize team-building events and group activities to foster strong bonds and a sense of belonging.
    

When you choose us, you’re choosing a company that values innovation, invests in its employees, and provides a supportive and engaging work environment. Join us in shaping the future of technology!
 

Need more information? Welcome!

Location: Remote Europe / UK / overlap with US hours 

About WOWCube

At WOWCube®, we’re redefining play with a one-of-a-kind cube-shaped gaming console that merges the physical and digital worlds. The WOWCube Entertainment System combines modular hardware, immersive software, and creative game design to create a brand-new category of interactive entertainment.

About the Role

We’re looking for a Customer Support Agent who will be responsible for delivering high-quality support experience to WOWCube customers across all active communication channels.

This role sits at the intersection of customer care, product knowledge, and process discipline. You’ll help customers resolve issues, understand the product, and feel supported, while also contributing feedback that helps us improve WOWCube as a product and as a service.

What You’ll Do

• Handle incoming customer requests via support platforms (primary channel - ticketing system)
• Provide clear, professional, and empathetic responses to customer inquiries
• Follow internal support policies, workflows, and quality standards
• Escalate complex or technical cases according to internal procedures
• Review and moderate AI-generated replies before they are sent to customers
• Stay up-to-date with product releases and internal process changes
• Collaborate with team leads, billing/technical teams, and quality control
• Share feedback and insights that help improve customer experience and internal processes

Requirements

• Previous experience in customer support or a client-facing role (tech/product support is a plus)
• Strong written English communication skills (C1 preferably)
• High level of empathy and customer-oriented thinking
• Ability to work with structured processes, guidelines, and KPIs
• Attention to detail and responsibility for the quality of responses
• Ability to learn quickly and work with a large amount of product information
• Calm, professional behavior in stressful or non-standard situations
• Willingness to work with internal tools and follow team workflows

Nice-to-Haves

• Experience working with ticketing systems (e.g., Zendesk or similar)
• Experience reviewing or working alongside AI-assisted customer support tools
• Familiarity with knowledge bases (Confluence or similar)
• Experience in gaming, hardware products, or consumer electronics
• Experience working in distributed or remote teams

• Надання технічної підтримки користувачам з питань функціонування програмного забезпечення та обладнання;
• Первинний аналіз технічних проблем та надання рекомендацій щодо їх вирішення;
• Ескалація запитів на відповідні лінії підтримки за потреби;
• Безперервний професійний розвиток у сфері ІТ.

• Впевнене користування ПК, базове розуміння принципів роботи з API та SQL;
• Досвід роботи з CRM-системами (Bitrix24, Salesforce або аналогічними) буде перевагою;
• Зацікавленість у розвитку в напрямах технічної підтримки та інформаційних технологій;
• Профільна технічна освіта або досвід роботи в ІТ-сфері розглядатимуться як перевага.

• Гнучкий графік роботи:
  • 9:00-18:00 (пн-пт) – на випробувальний термін, віддалено
    7:00-16:00, 9:00-18:00, 16:00-01:00 (пн-пт) - тижневе чередування графіків після випробувального терміну
• Наставника на період адаптації та автоматизовану систему онбордингу;
• Можливості для кар’єрного зростання в межах компанії;
• Корпоративні курси англійської мови;
• Компенсаційний пакет (спорт\медицина\навчання);
• Сучасний затишний офіс біля станції метро Чернігівська;
• Дружню атмосферу та приємні бонуси у вигляді смаколиків.

We are building one of the most powerful live-streaming platforms, already connecting 400K+ monthly active users through live events, interactive video chats, and real-time community experiences. Our mission is bold: bring joy, fight loneliness, and deliver safe, ad-free entertainment that keeps people coming back. This is a complex, fast-moving space, and we love it that way! So, you will join a passionate, expert team tackling everything from scaling AI-powered recommendations to launching high-impact, data-driven features that boost monetization and engagement. Every idea counts here, and every release reaches a massive global audienceWe are now expanding into Arab countries and Europe, enhancing content quality, and rolling out new features to keep users hooked. We are among the Top 5 streaming products in the US and rank in the Top 10 worldwide. Our next milestone: break into the global Top 5, and we are moving fast to make it happen.
 

About the role: We are hiring a Customer Support Specialist with English (B1) and Spanish (А2+). You will be the first point of contact for our creators and partner agencies, turning policies into clear, human answers and setting the tone for trusted relationships. Your vector of work: shorten time-to-resolution, raise satisfaction, and strengthen the loop between Support, QA, and Compliance. You will own the first response, add complete context before escalation, and keep communication transparent and empathetic, so streamers can focus on creating, not troubleshooting

In this role, you will

• Handle incoming requests in Zendesk, focusing on agent and streamer account issues and technical troubleshooting
• Own the first response and add full, structured context for any escalation
• Escalate complex cases to senior team members
• Follow platform standards including SLA, tone of voice, and policy guidelines
• Collaborate with the QA team by initiating investigations and delivering initial solutions to users prior to escalation
• Work closely with Compliance and Moderation to clarify and resolve inquiries related to moderation rules, policies, regulations, and account verification

Collect and share user feedback to help enhance the product and support processes

It’s all about you

• Understanding of customer-facing roles (customer support, success, client service, or related)
• English B1 
• Spanish А2+
• Strong written communication skills that are clear, polite, and grammatically correct
• Ability to create structured AI prompts that generate customer-support draft messages with the right tone, clarity, and relevance
• Critical thinking and a habit of closing the feedback loop
• Open to shift-based work (no night shifts)
  
  Would be a plus:
• Experience with ticketing systems such as Zendesk, Intercom, or Freshdesk
• Background in IT or working with tech products
• Understanding of support KPIs like CSAT, response time, and SLA
  
  What we offer
• Care and support: 
• 20 paid vacation days, 15 sick days, and 6 additional days off for family events
• Up to 10 additional days off for public holidays
• 100% medical insurance coverage
• Sports and equipment reimbursement
• Team building events, corporate gifts, and stylish merch
• Maternity Recovery Support Allowance
• Financial and legal support
• Position retention and support for those who join the Armed Forces of Ukraine
• Participation in social initiatives supporting Ukraine
   
• Comfortable working environment:
• Work from our Kyiv hub or remotely with a flexible schedule 
• Modern equipment or depreciation of your own tools
  
  Investment in your future:
• Collaborate with a highly-skilled team of Middle & Senior professionals, sharing practical cases and expertise in the social networking niche
• 70% of our heads and leads have grown into their roles here – so can you!
• Performance-oriented reviews and Individual Development Plans (IDPs)
• Reimbursement for professional courses and English classes
• Corporate library, book club, and knowledge-sharing events
  
  Hiring process
• Intro call
• Language check (Spanish)
• Tech Interview
• Test Task
• Bar Raising (optional)
• Reference check
• Offer
   

We are a fast-growing start-up in the social discovery niche with a premium transactional marketplace that helps users around the globe connect. Our platform has already found its place in the niche by focusing on tech innovations like AI, unconventional approaches to users, and carefully built algorithms.

We are looking for a strong Customer Support Representative who will join and strengthen our team. Our well-coordinated team of 20+ professionals has successful experience in building and scaling products in the adult social discovery space.

What will you do?

The CS role is all about ensuring our users have the best possible experience and keeping our community safe. You will communicate with customers through calls, email, and live chat, helping them resolve issues quickly and professionally.

You will also work closely with our Operations, Product, and Development teams to share customer feedback and help improve the product.

What are our goals?

• Maintain high-quality customer service standards

• Support business growth and team scaling

   

You are a match if you:

• Are passionate about high-level customer service and user retention
• Can troubleshoot issues and see them through to resolution
• Are confident handling billing and account-related questions
• Communicate clearly via calls, email, and chat
• Take ownership of customer requests

• Continuously learn and improve your skills

   

What does it take to join us?

• 2+ years of experience as a Customer Support
• Strong experience in fast-paced, high-load support environments
• Advanced/Upper-Intermediate English (written and spoken)
• Proven ability to exceed KPIs and SLAs
• Ability to work with minimal supervision
• Strong multitasking and prioritization skills

• Analytical mindset and proactive problem-solving

   

Strong advantage:

• Experience in social discovery
• Experience with CRM systems (Zendesk, Freshdesk, Intercom, etc.)
• Experience handling billing or technical issues

• Sales or retention background

   

What do we offer?

• Professional growth alongside company growth
• Flexible schedule: 120 hours per month, including 5−6 night shifts. 3/3 schedule: Morning 07:00—15:00, Afternoon 15:00 — 23:00, Night 23:00 — 07:00
• Feedback-driven, open-minded culture
• Fair recognition of strong contributors
• Minimum bureaucracy, maximum independence

• Access to corporate library and professional development resources

   

How We Hire

1. HR interview
2. Test task
3. Interview with Head of Support 

Наша команда шукає людину, яка: 

• Має досвід від 1 року у сфері клієнтської підтримки, супервайзерства або контролю якості
• Вільно володіє українською мовою — усно й письмово
• Уважна до деталей, аналітично мислить
• Вміє конструктивно доносити свою думку
• Має розуміння стандартів якості клієнтського сервісу
• Впевнено володіє Google Docs та Excel (робота з таблицями, фільтрами, базовими формулами)
• Має базове розуміння ключових метрик сервісу — CSAT, NPS: що вони означають та як впливають на якість клієнтського досвіду
• Автономно працює над своєю зоною відповідальності, при цьому також вміє працювати в команді
• Має завершену вищу освіту

Чим ви будете займатися: 

• Перевіряти якість обслуговування: дзвінки, чати, дотримання скриптів та процесів
• Виявляти помилки і перетворювати їх на розвиток: готувати персональний фідбек агенткам і агентам
• Підбивати регулярні підсумки перевірок, робити аналітику та шукати точки для покращення
• Впроваджувати якісні зміни

Ваша робота в команді Мрії:

• Повна зайнятість
• Перші два  місяці — робота в офісі (є укриття), після — гібридний графік 
• Робота над по-справжньому важливим для України проєктом
• Команда Мрії в прямому сенсі цього слова

Position Summary: 

The Retailer Support Representative is responsible for providing comprehensive technical and operational support to retailer partners across multiple client programs. This role requires flexibility and adaptability as agents support various customer accounts and may be assigned to new client programs as the company grows.

Key Responsibilities: 

Agents in this role handle both incoming and outgoing communications to ensure complete issue resolution.

• First Point of Contact: Act as the primary support contact for retailer inquiries across all active client programs
• Kiosk Troubleshooting (Touchpoint Support): Diagnose and resolve device power issues, network connectivity problems, scanner/printer malfunctions, and payment device errors
• Loyalty Program Support: Address loyalty program issues and provide general app support to retailers
• Marathon POS Configuration Support: Provide basic setup guidance, verify configurations, and coordinate with the support team for complex POS requests
• CRM Ticket Management: Triage and respond to support inquiries, accurately documenting issue details, troubleshooting steps, and resolutions
• Knowledge Base Utilization: Apply macros, KB articles, and established troubleshooting flows to resolve common issues efficiently
• Guided Troubleshooting: Walk retailers through common fixes including kiosk reboots, connectivity checks (Wi-Fi/Ethernet/VPN), and app reinstall or settings verification
• Outgoing Communication: Proactively contact retailers and on-site personnel to gather additional information, verify issue resolution, and coordinate troubleshooting steps, or to reach the other aim defined by the project.
• Multi-Project Coverage: Provide support across all active client programs (currently Touchpoint and Marathon ARCO Rewards) with readiness to support new customers as onboarded
• Escalation Management: Escalate tickets appropriately to Platform Support, Engineering, or Hardware Ops when issues fall outside first-contact resolution scope
• L1 Escalation Handling: Receive and resolve escalated cases from Level 1 members support team, providing guidance and advanced troubleshooting
• Documentation Maintenance: Collaborate with internal teams to keep support documentation current and identify gaps in the knowledge base
• Continuous Learning: Participate in ongoing training to stay informed on product updates, configuration changes, and support processes

Qualifications: 

• 1+ year of experience in customer support, help desk, or technical troubleshooting roles 
• Familiarity with kiosk systems, POS hardware, or retail environments preferred 
• Basic understanding of network troubleshooting (Wi-Fi, Ethernet, VPN, static IP) 
• Ability to manage multiple cases at once while staying organized and responsive 
• Excellent communication skills — able to clearly explain solutions to both technical and non-technical users 
• Experience with Freshdesk, Jira, or similar ticketing tools is a plus 
• Exposure to MDM tools and payment hardware is helpful but not required 

Schedule: 

• Mon-Fri 9am-6pm ET

We are looking for a dedicated Tier-2 IT Support Engineer to support APAC users. The role focuses on providing timely, professional IT support in line with company policies and SLAs, including hardware support, onboarding/offboarding, ITSM ticket handling, and workplace IT maintenance.

Seniority: Mid-level (Tier-2, ~2–4 years hands-on desktop/field support experience)

Core Responsibilities

1. IT Support & Hardware Maintenance

● Troubleshoot and repair hardware issues (laptops, docks, monitors, peripherals, cables) 

● Maintain and support end-user workstations 

● Manage setup and maintenance of docking stations, screens, and accessories 

2. ITSM & Ticket Management

● Handle IT support requests via client ITSM system 

● Ensure SLA compliance and timely resolution of tickets 

● Maintain daily service reporting (ticket volume, SLA performance, user feedback) 

3. Onboarding & Offboarding

● Prepare and configure laptops for new hires 

● Perform user account setup and access provisioning 

● Manage employee offboarding, including device recovery and access removal 

4. AV & Meeting Room Support

● Provide support for conference room AV systems 

● Troubleshoot meeting room connectivity and equipment issues 

5. Infrastructure & Network Room Support

● Perform basic network room maintenance under client guidance 

● Assist with connectivity-related troubleshooting (basic level) 

6. IT Asset & Inventory Management

● Maintain IT asset inventory and perform regular stocktakes 

● Manage spare laptops and ensure readiness of stock devices 

● Perform monthly inventory reconciliation 

7. Device Imaging & Deployment 

● Prepare and image laptops for deployment 

● Support MDM tools and device provisioning (where applicable) 

8. Security & Compliance

● Follow IT security policies and device hardening standards 

● Ensure proper handling of PII and secure data practices 

● Support media sanitization and secure device disposal 

9. Team Collaboration & Reporting

● Participate in Tier-2 IT support meetings and training sessions 

● Support team coverage and backfill when required 

● Contribute to continuous service improvement initiatives

Required Skills 

● Hardware troubleshooting & break/fix (laptops, peripherals, docking stations) 

● ITSM/ticketing systems experience with SLA adherence 

● Microsoft 365 administration and end-user support 

● Okta (SSO, identity & access management) 

● AV / conference room support 

● Onboarding/offboarding processes 

● Basic networking knowledge (network room support under guidance) 

● IT security & compliance awareness 

● Strong English communication skills

Nice to Have 

● Experience supporting APAC / multi-site environments 

● IT asset & inventory management experience 

● Experience with imaging/MDM tools (Intune, Autopilot, Jamf) 

● Experience with reporting, documentation, and operational tracking

GR8 Tech builds B2B iGaming platforms for operators who play to lead.
 

We deliver full-cycle, high-impact tech designed to scale — from seamless integrations and expert consulting to long-term operational support. Our platform powers millions of active players and drives real business growth. Call it what it is: the iGaming Platform for Champions.

With 1000+ GR8 people across locations and time zones, we don’t just ship technology — we help operators build success stories across brands, markets, and geos.
 

Our ambition drives us. Our people make it real.

If you’re a challenger in spirit and a champion in action — join us.
 

Why this role exists:
 

This role exists to provide first-line technical support for clients, ensuring issues are identified, documented, and resolved efficiently while escalating complex problems to the appropriate teams.
 

What you’ll drive:
 

Incident handling and troubleshooting

• Reproducing, analyzing, and resolving technical issues or escalating when necessary.
• Creating and managing incident tickets, ensuring SLA compliance.

Collaboration and communication

• Working with internal teams (DevOps, QA, Product) to resolve problems.
• Acting as the first line of technical defense for clients with clear, professional communication.

Monitoring and escalation

• Monitoring product stability and notifying relevant teams during urgent incidents.

• Escalating unresolved or blocked issues according to internal procedures.

  
  What makes you a GR8 fit:

•  1+ years of experience in technical support, preferably within a B2B product company or the iGaming industry.
• English B2+ and fluency in Russian or Ukrainian.
• Hands-on experience with browser DevTools (inspecting elements, checking network tabs, and reproducing bugs).
• Practical skills in analyzing logs via Kibana (ELK stack) and monitoring dashboards in Grafana.
• Proficiency with Jira and Confluence for ticket tracking and documentation, alongside familiarity with ITIL processes.
• Full readiness to work in a shift-based schedule, including regular night shifts.
• Multitasking skills with the ability to handle a high volume of diverse incoming tickets and switch contexts fast.
   

Why you’ll love working here: 
 

Benefits Cafeteria — annual budget you allocate to:

Sports • Medical • Mental health • Home office • Languages.

Work-life & support

• Paid maternity/paternity leave + monthly childcare allowance.
• 20+ vacation days, unlimited sick leave, emergency time off.
• Remote-first + tech support + coworking compensation.
• Team events (online/offline/offsite).
• Learning culture with internal courses + growth programs.
   

Our culture & core values:

GR8 Tech culture is how we win — through trust, ownership, and a growth mindset. We move fast, stay curious, and keep it real, with open feedback, room to experiment, and a team that’s got your back.

FUELLED BY TRUST: we’re open, honest, and have each other’s backs.

OWN YOUR GAME: we take initiative and own what we do.

ACCELER8: we move fast, focus smart, and keep it simple.

CHALLENGE ACCEPTED: we grow through challenges and stay curious.

BULLETPROOF: we’re resilient, ready, and always have a plan.

About Us

We are Prestige Motors of Malden, a privately owned used car dealership based in Malden, Massachusetts. Although “Pres1ge” may sound like a dealership chain name, we operate from one location only and have proudly served the local market for over 20 years.

Our business is established, fast-moving, and growing. We typically sell around 500–600 vehicles per year and currently have approximately 220 cars on our lot. As an independent dealership, we operate with a hands-on, practical, and team-focused approach, where every person plays an important role in keeping the business organised, responsive, and efficient.

We are now looking for a proactive Operations Assistant / Dealership PA to support our management team, sales team, and day-to-day dealership operations.

Role Overview

The Operations Assistant / Dealership PA will support the dealership management team by helping with CRM monitoring, outbound follow-ups, reporting, service appointment coordination, research, admin tasks, and general operational support.

This is not a traditional inbound sales or call-centre role. The main purpose of this position is to make sure important tasks do not get missed, leads are followed up, information is organised, reports are prepared, and the team receives practical support when needed.

We are looking for someone energetic, organised, independent, and willing to solve different types of problems. The right person should be comfortable working in a fast-paced environment, using AI tools for research, communicating with different people, and taking ownership of tasks without needing constant supervision.

Key Responsibilities

CRM and Lead Monitoring

• Monitor the dealership CRM throughout the working day.
• Check whether new leads have been received and followed up properly.
• Make sure pending leads are not ignored.
• Alert salespeople or management when leads require attention.
• Help salespeople with follow-ups when they are busy with customers.
• Keep CRM notes clear, accurate, and up to date.
• Track lead activity and identify missed or delayed responses.

Outbound Follow-Ups

• Contact old, inactive, or expired leads through calls, texts, or emails.
• Follow up with customers who previously showed interest in a vehicle.
• Help revive leads that have stopped responding.
• Send polite and professional follow-up messages.
• Support the sales team by helping with customer communication when appropriate.
• Report the results of follow-up activity to management.

Reporting and Data Organisation

• Prepare daily or weekly reports on lead activity.
• Track how many leads came in, how many were followed up, and how many remain pending.
• Summarise salesperson activity and lead distribution.
• Report on revived leads, customer responses, sales outcomes, and operational blockers.
• Organise data clearly in Google Sheets, CRM, or other internal tools.
• Help management understand what is happening across the dealership.

Operational and Administrative Support

• Assist management with different day-to-day operational tasks.
• Research information, compare options, and present clear recommendations.
• Help source parts, services, suppliers, or repair-related solutions.
• Contact dealerships, service departments, insurance companies, vendors, or other third parties when needed.
• Help schedule service appointments or follow up on repair-related issues.
• Support communication between management, salespeople, mechanics, and external contacts.
• Complete ad-hoc tasks quickly and responsibly.

Research and AI-Assisted Problem Solving

• Use tools such as ChatGPT or other AI platforms to research operational questions.
• Investigate vehicle-related issues, warranty questions, supplier options, or process improvements.
• Compare several options before presenting a recommendation.
• Verify information instead of relying blindly on AI-generated answers.
• Help the team save time by preparing clear, useful summaries.

What We Are Looking For

We are looking for a person with strong ownership, energy, and common sense. The ideal candidate should not need every step explained in detail. They should be able to receive a task, understand the goal, ask smart questions if needed, research possible solutions, and report back clearly.

The right candidate will be practical, reliable, and comfortable handling different types of tasks during the day.

Requirements

• Strong spoken and written English.
• Comfortable making outbound calls.
• Strong organisational skills and attention to detail.
• Ability to work independently and take ownership of tasks.
• Comfortable using CRM systems or willing to learn quickly.
• Good Google Sheets / Excel skills.
• Comfortable using AI tools such as ChatGPT for research and problem-solving.
• Ability to communicate professionally with customers, team members, and external companies.
• Strong follow-up skills.
• Ability to manage multiple tasks and priorities.
• Fast learner with a proactive attitude.

Preferred Experience

• Previous experience as a Personal Assistant, Operations Assistant, Admin Assistant, CRM Assistant, Sales Support Assistant, or similar.
• Experience in a car dealership or automotive environment.
• Experience with customer follow-ups or lead management.
• Experience preparing reports or working with sales data.
• Experience booking appointments or communicating with service departments, vendors, or suppliers.

Who This Role Is Best For

This role is best for someone who enjoys being useful, solving problems, and keeping things moving. The person should be comfortable with a varied workload and should not expect every day to look the same.

Some tasks will involve CRM and reporting. Some tasks will involve calling customers or service departments. Some tasks will involve researching information. Some tasks will involve supporting management with urgent priorities.

The successful candidate will become an important support person for the dealership team.

Compensation

Full-time role. Salary will depend on experience, skills, and performance. A performance-based bonus may be available for strong results, reliability, and consistent ownership of tasks.

How to Apply

Please apply with your CV and a short message explaining why you think you would be a good fit for this role.

In your message, please include:

1. Your relevant experience.
2. Whether you have worked with CRM systems before.
3. Whether you are comfortable making outbound calls.
4. Whether you have used ChatGPT or other AI tools for work.
5. Your expected monthly salary.
6. Your availability to start.