L1 Technical Support Specialist

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

📋 Description

• Incident Management: Assess and prioritize incoming incidents in your queue according to urgency and complexity.

• Ensure swift and effective resolution of technical issues within established timeframes.

• Monitor the progress of each ticket and provide regular updates on its status to both internal and external stakeholders.

• Technical Issue Diagnosis: Determine the root causes of problems and implement solutions or workarounds as required.

• Collaborate with key technical leaders to deepen your understanding of the platform and applications.

• Documentation and Knowledge Management: Update and maintain the internal knowledge base and documentation to reflect new solutions, common issues, and best practices.

• Collaboration with Team Members: Work alongside other technical support agents and internal teams to resolve complex issues and share knowledge.

• Escalate unresolved or particularly challenging tickets as necessary.

• Quality Assurance: Ensure that all resolutions to issues meet established requirements.

• Own Projects: Identify areas of the product or processes that can be enhanced. Define the problem, take ownership of the resolution or escalate it to the relevant department, and manage the process to guarantee effective resolution.

• Efficient Time Management: Accurately log time spent on each ticket and technical issue to ensure optimal use of resources and compliance with service level agreements (SLAs).

⛳️ Requirements

• A High School Diploma or GED is minimally required.

• At least 1 year of experience is preferred.

• ITIL or ServiceNow certification is desirable.

• Experience in SaaS Product support or ServiceNow is a plus.

• A strong desire to become more familiar with ServiceNow.

• Exceptional verbal and written communication abilities.

• A service and customer-oriented mindset.

• Proven ability to troubleshoot technical issues and strong overall problem-solving skills.

• Working knowledge of the components involved in a web application stack.

• Ability to explain technical topics clearly and understandably.

• Excellent client-facing skills.

• Strong team player who is self-managed and self-motivated.

• Mature and professional demeanor, attitude, and approach.

🏝️ Benefits

• Reasonable accommodations may be made to allow individuals with disabilities to perform essential functions.

• We are an equal opportunity employer.

• Candidates will undergo a background check.