Support manager (1st line of support) in Alfa-Invest grupp

Conditions:

• Working hours: from 9:00 a.m. to 7:00 p.m. Kyiv time. 
• Remote work format, availability of an uninterrupted power source and stable Internet. 
• Fixed salary with quarterly review. 

Key qualities:
• Stress resistance. 
• Customer orientation. 
• Attention. 
• Responsibilities.

Essential Responsibilities: 
• Act as the first line of support by processing incoming inquiries. 
• Troubleshoot and diagnose technical issues, including analyzing system logs, API responses, and developer / technical documentation. 
• Resolve customer issues independently whenever possible, or escalate them to appropriate departments and partners as needed. 
• Be responsible for the full cycle of resolving customer issues, providing timely updates and effective solutions. 
• Communicate clearly and effectively with customers to provide updates, gather information and provide solutions, interacting with teams from other departments to resolve issues and improve service quality. 
• Create and maintain clear technical documentation, internal manuals and knowledge base articles.