Position: Junior Support Engineer
Company: Raccoon Gang
Experience required: no_exp
English level: upper

**Required skills**

• Upper-Intermediate English (B2) and higher
• Technical ability and analytical skills
• Ability to search for necessary information in the available sources
• Excellent problem-solving skills
• A helpful and patient manner of communication (emails, calls)
• A customer-focused approach
• Good communication skills and tact to work with non-technical users

**As a plus**

• IT sphere working experience
• Online Education sphere general knowledge

**We offer**

• A professional and friendly team
• Remote work with a flexible working hours
• Paid vacation: 20 days per year
• Paid sick-leave: 15 days per year
• English courses
• Compensation for educational activities
• Internal lectures and knowledge sharing

**Responsibilities**

• Resolving customer issues via email and video conferencing
• Testing and describing issues on the platform
• Conducting root-cause analysis of the issue
• Differentiating types of issues (bug, feature, markup error, server error, known issue)
• Creating and updating FAQ documentation based on customer interactions
• Suggesting and implementing improvements to Support process
• Continually researching and learning best practices of Open edX platform
• Conducting online training sessions on how to use Open edX platform
• Monthly support tasks reports sending
• Ticketing system usage