Position: Support Specialist
Company: Digitally Inspired
Category: Support
Experience required: 1y
English level: upper
Published: 2021-07-01T00:00:00+03:00

Project details:
Leading Global business aviation company, that provides exceptional standards of quality, style, and service. Offering the largest single service area in the industry, the company is seamlessly connecting clients to every corner of the world with point-to-point coverage on all-new aircraft.
The project is executed within an Agile process framework in tight integration with the Client team of software and business domain specialists.

**Your Responsibilities:**
- Provide excellent customer service through tickets tracking system, e-mails and chat in a timely and accurate manner;
- Develop and maintain in-depth product knowledge;
- Manage tickets and queue;
- Run investigations using different tools and methods;
- Work with international teams on problem-solving;
- Report and escalate problems and incidents;
- Assist with updating external and internal client knowledgebase;
- Be engaged in continuous training and self-education;
- Participate and manage major incidents;
- Improve processes for better serving customers;
- Build and maintain positive relationships with customers and collaborate comfortably with colleagues at various levels.

**Competencies:**
- 1+ year of hands on experience on technical position (Support, QA, Dev or similar)
- Sufficient knowledge of SQL, JQL, KQL for querying DB, Jira, Kibana
- English: Upper-Intermediate and above, Advanced level of speaking and writing English skills
- Collaboration: working collaboratively with others to meet shared objectives
- Efficient Communication: developing clear communications that convey an understanding of the unique needs of different audiences
- Customer Focus: Building strong customer relationships 
- Achieve/Drive Results: Consistently achieving results, even under tough circumstances 
- Situational Adaptability: adapting approach in real-time to match the shifting demands of different situations
- Ability to work according to a flexible schedule
- Proactive, organized, responsible
- Excellent problem-solving and analytical skills

**Will be a plus:**
- Usage of the following support, software, reporting, and monitoring tools:
Jira Service Desk, Oracle DB, Prisma, Graylog, Kibana, Grafana, RayGun; 
- Understanding of Microservice Architecture: Kafka & Kubernetes;
- Understanding of ITIL main principles.

**We offer:**
- Competitive compensation depending on experience and skills
- Medical Insurance
- English Courses in the office
- 40 hours/week flexible working schedule
- The friendly and supportive company environment