L1 Technical Support Specialist – UA Private Entrepreneur Only

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

📋 Description

• Assess and prioritize incoming incidents based on their urgency and complexity.

• Ensure prompt and effective resolution of technical issues within established time limits.

• Monitor ticket progress and deliver regular status updates to both internal and external stakeholders.

• Determine root causes and implement solutions or alternative approaches.

• Work alongside key technical leaders to gain insights into the platform and applications.

• Regularly update and maintain the internal knowledge base and relevant documentation.

• Collaborate with technical support agents and internal teams on intricate issues.

• Escalate unresolved or particularly challenging tickets as necessary.

• Ensure that issue resolutions align with established requirements.

• Identify opportunities for product or process enhancements, define problems, take ownership or escalate resolutions, and manage the overall process.

• Accurately log time spent on tickets and technical issues to enhance resource efficiency and adhere to SLA commitments.

⛳️ Requirements

• A High School Diploma or GED is the minimum requirement.

• At least 1 year of relevant experience is preferred.

• ITIL or ServiceNow certification is a plus.

• Experience in SaaS Product support or ServiceNow is desirable.

• A willingness to gain more knowledge about ServiceNow.

• Strong verbal and written communication skills are essential.

• A service-oriented mindset and customer focus.

• Proven ability to troubleshoot technical issues along with strong problem-solving capabilities.

• Familiarity with the components of a web application stack.

• Ability to convey technical topics in a clear and accessible manner.

• Excellent client-facing skills are required.

• A collaborative team player who is self-managed and self-motivated.

• A professional demeanor, attitude, and approach are expected.

• Availability to work Monday through Friday during US working hours (8 AM–5 PM EST; 3 PM–11:59 PM Kyiv time), including a 1-hour break.

• Must hold Ukraine Private Entrepreneur (FOP) status.

🏝️ Benefits

• Medical insurance is provided after the successful completion of the probationary period.

• Equipment is supplied to ensure a comfortable working environment from home.

• Full FOP administration services are available; we manage all administrative tasks related to your business entity.

• Unlimited paid time off is available, coordinated with your team, with shift changes subject to Lead/Manager approval, provided team continuity is maintained.

• Annual salary reviews are conducted based on performance outcomes.

• Parental leave is offered.

• A comfortable remote working setup is provided.