Customer Support Specialist
New
Poland (Remote)Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Russian C1, Ukrainian C1, English B1 (note: requirement listing specifies English B2+)
- Experience
- 1+ years
- Required Skills
- KibanaJiraGrafanaCustomer supportConfluence
Requirements
- 1+ years of experience in technical support, preferably within a B2B product company or the iGaming industry.
- English B2+ proficiency.
- Fluency in Russian or Ukrainian.
- Hands-on experience with browser DevTools (inspecting elements, checking network tabs, and reproducing bugs).
- Practical skills in analyzing logs via Kibana (ELK stack) and monitoring dashboards in Grafana.
- Proficiency with Jira and Confluence for ticket tracking and documentation.
- Familiarity with ITIL processes.
- Full readiness to work in a shift-based schedule, including regular night shifts.
- Multitasking skills with the ability to handle a high volume of diverse incoming tickets.
Responsibilities
- Reproduce, analyze, and resolve technical issues or escalate when necessary.
- Create and manage incident tickets to ensure SLA compliance.
- Collaborate with DevOps, QA, and Product teams to resolve problems.
- Act as the first line of technical defense for clients.
- Monitor product stability and notify relevant teams during urgent incidents.
- Escalate unresolved or blocked issues according to internal procedures.
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