Support Specialist L1

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

📋 Description

• Serve as the initial point of contact for technical requests from partners — ensure each request is comprehended, prioritized, and managed with professionalism.

• Take full ownership of requests from start to finish and proactively address any issues that emerge — manage first-line cases directly and direct others to the appropriate team, following through to resolution.

• Conduct first-line checks — analyze logs and traces to accurately identify the source of an issue.

• Assist in service configuration and provisioning — guide partners and verify the necessary information for correctness.

• Utilize internal systems and external vendor portals, ensuring data accuracy and the smooth progression of requests.

• Provide prompt status updates and address partner inquiries in a professional and efficient manner.

• Recognize and escalate recurring issues to guarantee swift resolution.

• Collaborate with cross-functional teams to tackle more complex cases.

• Keep documentation, guidelines, and best practices up to date.

⛳️ Requirements

• At least 1 year of experience in customer or technical support.

• Familiarity with CRM and ticketing systems.

• Basic troubleshooting skills and an analytical mindset — capable of interpreting logs/data and localizing problems.

• Experience liaising with third parties, vendors, or other teams.

• Excellent communication and interpersonal abilities.

• Strong attention to detail and problem-solving skills.

• Ability to prioritize tasks and thrive in a fast-paced environment.

• Capability to work both independently and collaboratively within a team.

• Quick learner, comfortable with acquiring knowledge in a new technical area.

• Proficient in English (both written and spoken).

🏝️ Benefits

• Generous Time Off – Take the breaks you need to relax, recharge, and come back inspired.

• Top-Tier Tech – Love Mac? So do we! We equip our team with the best tools for success.

• Career Growth & Development – Access to programs and events to keep you at the top of your game.

• Well-being Support – We offer access to psychology sessions to support your mental and emotional health.