Position: Technical Support Engineer
Category: Support
English level: upper
Years of experience: 1.5


- Responding to client support queries.
- Providing support by phone, skype and e-mail.
- Issue registration in the task tracking system (Redmine).
- Rapid response and localization of faults in the area of   competence, escalation of complex tasks to the second line of support.
- Informing clients about the expected timing and progress of work on requests.
- Incident investigation.
- Adding frequently asked questions and issues to knowledge base.
- Analysis of logs of interaction with banks, payment systems and third-party services.
- Interaction with development teams and managers.
- System user roles administartion and management.
- Management and administration of the internal entities of the system (transactions, projects) both in the test and production environment.
- Formation and sending of reports provided by the system.
- Formulation of requirements for reports to the development team.
- Contribution to the development of the service delivery cycle and service levels.