First Line Support Team Member

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Deliver exceptional support to clients while ensuring the efficient operation of the platform.

• Handle and track support requests via internal communication tools and ticketing systems (Slack, Teams, Telegram, Jira Service Desk).

• Identify and resolve technical issues effectively.

• Engage customers with targeted questions to swiftly ascertain the root cause of problems and gather necessary details for escalated support.

• Follow through on issues until resolution, adhering to agreed timelines (SLA).

• Appropriately escalate unresolved issues from the first line to relevant internal teams.

• Ensure all incidents are accurately documented within the ticketing system.

• Conduct follow-ups with clients to verify that their systems are operating smoothly post-troubleshooting.

• No cold calling involved.

⛳️ Requirements

• Proficiency in English at an intermediate level or above.

• Strong PC skills and comfort in utilizing various tools and systems.

• Capability to prioritize and manage multiple tasks as required.

• Ability to make informed decisions within established procedures and articulate the rationale behind them.

• Familiarity with SQL/DevTools/API/Jira is a plus.

• Willingness to work part-time shifts: 3 × 8-hour shifts per week (24 hours/week, approximately 96–108 hours/month), covering 7am–3pm, 3pm–11pm, or 11pm–7am, with flexibility to swap shifts with colleagues as needed.

• Open to hiring students (IT majors will be viewed favorably).

• Attention to detail.

• Strong sense of responsibility.

• Disciplined work ethic.

• Friendly disposition.

🏝️ Benefits

• A role in a product development company within a vibrant environment and real-world support scenarios.

• Opportunities for internal growth and the potential to transition to technical roles (QA, FE, etc.) based on performance and company needs.

• Chance to propose ideas and enhancements to internal processes and support workflows.

• A supportive team of professionals and a collaborative work culture.

• Access to corporate English language courses (subject to availability).

• Paid annual leave (6 paid shifts per year, accrued monthly).

• Medical insurance coverage after one year of collaboration.

• Wellbeing package including online yoga classes, Yakaboo, BetterMe App: Health Coaching, and BetterMe App: Mental Health.

• Participation in corporate online activities and team-building efforts (e.g., Random Coffee).

• Remote-first culture: primarily remote work with an office available in Kyiv.