Technical Support Specialist (L1, L2, English B2+) in WOW24-7

WOW24-7 is an outsourcing company that provides services in the field of Customer Support.

Customer Support is helping customers solve any questions related to the product or services The support department is a link between customers and the company, therefore it affects the quality of the product, the increase in sales, the desire of customers to purchase the product again, since quality support is part of the company's service.

We cooperate with technology companies and successful startups from more than 20 countries of the world, market leaders in Europe, the United States and Canada. Our expertise lies in the fact that we know how to combine an innovative solution and a human touch in every customer request. We strive to exceed the client's expectations and instead hear "WOW" thanks!

Why choose us?

• A friendly team of more than 200 professionals affairs;
• Remote format of work from any corner of Ukraine and the world;
• Mutual assistance to achieve a common result;
• Absence of micromanagement and bureaucracy;
• Trust and responsibility when completing tasks;
• 24-7 communication with mentors and colleagues.

We are currently looking for a Technical Support Specialist (L1/L2) to provide technical support to customers and help with software, hardware and connectivity issues.

Requirements:

• Experience in L1/L2 technical support or IT service desk
• Basic knowledge of Windows Server environment
• Basic knowledge of MS SQL (at the user level: queries, verification and validation of data)
• Understanding the basics of network technologies and protocols
• Experience in configuring or supporting IoT devices or data loggers (or a strong desire to learn)
• Proficient in written and spoken English
• Independence, reliability and attention to detail
• Technical thinking and solution orientation
• Developed communication skills and the ability to work with people

Would be a significant advantage:

• Experience with Zendesk or other ticket systems
• Previous experience in BPO / outsourcing companies
• Technical education or relevant certifications
• Experience supporting SaaS products or solutions that combine software and hardware
• Understanding structured approaches to troubleshooting (finding and eliminating faults)

Responsibilities:

• Provide L1/L2 technical supportvia email, chat and calls
• Diagnose problems in the Windows environment and basic network failures
• Perform basic checks in MS SQL and validation of measurement or system data
• Support the configuration and implementation of IoT devices / data loggers according to instructions
• Collect logs, reproduce errors and prepare structured escalations for L3 / Engineering
• Maintain accurate documentation in CRM / helpdesk systems
• Adhere to internal processes, SLA and quality standards
• Participate in filling the knowledge base and improving processes
• Cooperate with Team Lead, QA, Operations and Engineering

Conditions:

• The main format of work is remote;
• The trial period lasts 2 months;
• 5 working shifts per week: morning (8:00-16:00), daytime (16:00-00:00) and night (00:00—8:00);
• Night shifts are mandatory (two per week) with an additional bonus;
• 2 floating days off per week.

Send your resume, we will be happy to chat!