Position: Level 1 Support Representative
Company: IVIA
Category: Support
Experience required: 1y
English level: fluent

Required Skills and Traits:
• Advanced level of English
• Openness for communication
• Ability to learn quickly
• Proactiveness and problem-solving mindset
• 1+ year experience as Level 1 Support Representative or any related job experience

Would be a plus:
• Understanding of Agile software development processes in general and Kanban in particular
• Knowledge of Atlassian Jira and Confluence
• Practical experience in bug reporting and tracking
• Interest in computer science
• Past participation in Work and Travel Program or any other US-based study programs

Responsibilities:
• Handling phone calls from users
• Handling emails from users
• Handling feedback left by users on the website and mobile app pages
• Advising users on the correct usage of the system
• Resolving users' technical problems or providing them with workarounds
• Gathering issue context from users
• Creating and processing tickets in the issue tracking tool (Jira) in accordance with the Support team’s workflow
• Maintaining and developing product knowledge base

What do we offer:
• Comfortable office in the city center (well-equipped with gym, playroom and all the good stuff)
• Working schedule: 15:00-00:00 (with compensation of transportation expenses)
• Friendly team
• Teaching and mentoring
• No bureaucracy and micro-management
• Stable financing