L1 Technical Support Specialist (24 hours/week)

Suntech Innovation is a product R&D company that creates solutions for the dynamic iGaming ecosystem. Our mission is to build cutting-edge platforms that help reinvent the iGaming industry.

We are currently 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 confidence in working with different tools and systems
Ability to prioritize and manage multiple tasks when needed
Ability to make decisions within established processes and explain the reasoning behind them
Knowledge of SQL/DevTools/API/Jira will be an advantage
Ability to work part-time shifts: 3 × 8-hour shifts per week (24 hours/week, approximately 96108 hours/month), covering 7am3pm, 3pm11pm, or 11pm7am, with the option to swap shifts with teammates when needed.
Ready to hire a student (If you are studying in IT major this would be an advantage)

Responsibilities:
Receive and manage support requests through internal communication channels and ticketing systems (Slack, Teams, Telegram, 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 required:
Attentiveness
Responsibility
Discipline
Friendly temper

You will get:
A position in a product development company with a dynamic environment and real-life support scenarios
Opportunity to grow inside the company and potentially move towards technical roles (QA, FE, etc.) based on performance and business needs
Ability to contribute ideas and improvements to internal processes and support flows
Supportive team of professionals and a collaborative working culture
English language courses (corporate classes, subject to availability)
Paid annual breaks (6 paid shifts per year, accrued monthly)
Medical insurance coverage (after 1 year of cooperation)
Wellbeing package: online-yoga classes, Yakaboo, BetterMe App: Health Coaching, BetterMe App: Mental Health
Corporate online activities and team-building initiatives (e.g. Random Coffee)
Remote-first culture: we primarily work remotely, but also have an office in Kyiv