Customer Support Specialist

About your key responsibilities and impact:

• Reproducing, analyzing, and evaluating requests and their impact to resolve or escalate incidents as needed;
• Business incident creating and its regular reviewing, checking for actions already taken, the accuracy of incident categorization, and compliance with the SLA;
• Communicating issues resolving with other departments;
• Monitoring product status and engaging responsible people to resolve urgent situations if necessary;
• Controlling the SLA for incident resolution and escalating unresolved issues.

Essential professional experience:

• Minimum 1 years experience in technical support;
• Experience in administrating (network troubleshooting, DevTools, logs parsing, etc.) will be a plus;
• Strong experience with Jira, Confluence;
• Ability to work on several tasks in parallel and prioritize on an ongoing basis;
• Excellent listening and communication skills, both written and verbal, analytical and problem-solving skills;
• Experience with monitoring and alerting services.

Desirable skills and personal features:

• Ability to work in shifts (including night shifts);
• Intermediate English and higher;
• Understanding ITIL.