L1 Support Specialist

Компания "the_covert"

The_covert is an international company, we are part of a group of IT companies that have been developing the potential of products and services for more than 10 years. Our products for the implementation and simplification of business processes, which are presented by people around the world. We offer a wide range of popular B2B and B2C media projects, in addition to having a product line.

We are seeking a highly motivated L1 Support Specialist to join our team.

Responsibilities:

• Be the first point of contact and advocate for our clients and partners;
• Make every day reports and plans for the next day;
• Handle inbound inquiries within provided SLA;
• Troubleshoot clients’ issues, including API, trading and broadcasting errors;
• Gather key information in order to escalate reported issues;
• Track ticket progress to ensure timely communication between clients and the development team.
• Shift work schedule (rotation of day and night shifts, 2/2).

Key requirements:

• 1+ years in a customer-facing role;
• Flexibility to ongoing refinements in process and structure;
• Good written English (B2-C1);
• Ability to work independently;
• Experience with hardware and software, strong skills of figuring out how new functionalities work;
• Experience with trading, distributed ledger technologies is a plus;
• Understanding how the API works is a plus.

We offer:

• Opportunities for professional growth
• Office in Tbilisi, the opportunity to relocate with the company's support
• Flexible time-off and holiday policy
• Partial sport compensation
• Partial education compensation

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