Technical support L1 SAAS representative (English)

• Responding to tickets via helpdesk, handling Slack requests (no phone calls) according to the SLA
• Processing incoming client requests in Russian and English language and gathering the maximum possible information to resolve an issue while maintaining a minimal response time
• Monitoring of the status of services
• Work independently on a problem with the use of existing knowledge bases and access to needed systems
• Determine when a problem is beyond the current level of competence and needs to be escalated to the next level for further resolution
• Cooperate with other levels of support and departments of the Company using Slack, Jira

Obligatory

• Previous experience in technical support (FinTech is preferable but any IT company will do)
• English at C1 level
• Work experience 2 year +
• Should be able to work night shifts (we can try to hire this role in a location that is regular working hours for them but not time for the rest of the team)

Preferably

• Forex or crypto-related experience (trading, working for forex broker, etc)

• Reliability: official employment from the first day, bonuses, annual employee review (salary review or bonus, feedback on work results)
• Stability: our clients are in different countries, therefore we are ready for any changes in work of any country
• Development: a lot of projects and products, which means increasing expertise in working with different technologies, or even switching to completely new ones for you within the company
• Active corporate life: we participate in thematic conferences and forums in our cool sphere of business, corporate parties in the best restaurants of the city with participation of stars, etc
• Comfort: Offices are in different countries. You can work from anywhere in the world