Position: Customer Support Agent ( L2)
Company: LimTC
Experience required: 1y
English level: fluent

We're a leading Ukrainian outsourcing company that works with international companies on a long-term basis. LimTC can go from client pain point identification to solution roadmap, on to building out the solution, and then managing end-to-end opera

Role Description:

You will be a part of a milti-national team spread across Israel, UK and Ukraine. The individual will work in an agile environment, analyzing and identifying the root cause of issues, troubleshooting and supporting a web-based and mobile solution.

Responsibilities:

Receive tickets that are escalated from L1 support and use the tools at hand, as well as analytical mindset to resolve the issue within the set SLA
Manage client expectations and communicate with clients in order to retrieve the scope of the issue where necessary
Participate in team meetings and planning
Proactively assess the workload and suggest improvements
Update the knowledge base as new updates are introduced
Assist with training and mentoring new joiners
Resolve and/or escalate issues promptly
Essential professional experience:

1+ years of experience in IT Related role
Intermediate or higher level of English proficiency is required in order to communicate clearly with native speakers
Excellent troubleshooting and analytical skills
Self-motivated individual with strong attention to detail
Good knowledge of Windows products
Using logs to identify issues and reporting on them
Updating Wiki knowledge base
Ability to suggest and drive improvements to processes
Understanding of basic IP, Certificate, Port, Browser issues
Intermediate or higher level of English proficiency is required in order to communicate clearly with native speakers
Strong analytical background with ability to deal with complex issues across multiple locations and business lines
Customer facing with the desire to resolve the root cause of the issue
Desirable skills and personal features:

Experience with JIRA
Experience with SQL
Experience with Salesforce
Experience with Microsoft SDK
Understanding of ITIL processes
Working Hours:

Monday-Friday 4PM to 12PM (flexible to change to a schedule from 7PM – 3AM)


Benefits:

Working in an environment with native English speakers
Great office location: Walking distance from Metro Minskaya
Ukrainian Holiday coverage
18 paid vacation days
Step-stone into the IT technologies space
Growing project and company with the ability to contribute to the core and apply creativity
Amazing and talented people and personal approach on all levels!
Taxi compensation
HR benefits
Remote work available in case of emergencies
Join our team if you want to be a part of something interesting!!!!