Position: Technical Support team member
Company: Suntech INNOVATION
Experience required: no_exp
English level: intermediate

Technical Support team member
						
Suntech Innovation — is a product development company working in dynamic markets with a full cycle R&D Centre in Ukraine. We are responsible for the development and successful continuous delivery of several products presented to international markets. All products are developed within SCRUM methodology using modern technologies. We promote a continuous improvement philosophy and product mindset where everybody is focused on high-quality and on-time delivery to our end users.
						
We are now looking for a First Line Support team member. This person is expected to provide outstanding support for clients and be responsible for successful platform operation.
						
Requirements:
-English: Intermediate or higher
-Excellent PC skills and good technical background in general
-Ability to multitask
-Being ready to make decisions and explain them
-Knowledge of SQL/DevTools/API will be an advantage
-Ability to work in shifts (8-hour shift, 3 times/week,  7am-3pm, 3pm-11pm, 11pm-7am)
-Ready to hire a student
-PE contract 

 								
Responsibilities:

-Receive and manage customers’ requests, questions through Support Team communications channels (Slack, Skype, Jira service desk). No cold calls
-Diagnose and troubleshoot technical issues
-Ask customers targeted questions to quickly understand the root of the problem and gather additional details for higher levels of support
-Monitor issues through to resolution, within agreed time limits (SLA)
-Properly escalate issues unresolved by 1st line to appropriate internal teams
-Ensure all issues are properly logged within the ticketing system
-Follow up with clients to ensure their systems are fully functional after troubleshooting
 										
Personal skills:
-Perseverance
-Learnability
-Attentiveness
-Responsibility
-Discipline
-Friendly temper
-Decision making

You will get:
A position in a product developments company with a dynamic environment and several concurrent projects;	
Opportunity to grow inside the company towards tech positions (QA, FA etc.) in future;
Opportunity to contribute (your ideas for improvement implementation);	
Team of motivated professionals;
Continuous self-improvement and growth, including certifications and courses;
Competitive salary plus financial bonuses;
English language courses;
Free Yoga classes
Office in a historical part of Kyiv, Podil (near ‘Kontraktova square’ subway	station);
Fresh fruits and snacks;
Corporate events and fun team-building activities.