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Technical Support Specialist (L1) / Support Engineer
BGStaff website
Remote
junior
1 month ago
full-time
quality 7.3/10
closed
- Moderation of SMS content: checking texts and sender signatures for compliance with operator requirements and legislation, rejecting prohibited content.
- Client support: handling inquiries in the ticket system (chat, email); calls are rare (up to 20 per week for the entire team) — providing detailed consultations on platform products.
- Incident diagnostics: analyzing logs, checking routing schemes, identifying causes of errors and failures, escalating complex cases to development departments.
- Working with metrics: managing tasks according to SLA (AHT, AFRT), updating internal and external knowledge bases.
- Proactive process improvement: suggesting optimizations for work processes, enhancing the knowledge base, and providing client feedback.
- Attention to detail and ability to work with large volumes of text information.
- Understanding of how internet services work, basic skills in working with logs (a plus).
- Willingness to understand technical nuances and develop in the field of communication technologies.
- Proficient oral and written communication skills (work with foreign clients is conducted in Russian; basic English for reading interfaces is welcomed).
- Basic database skills (select, update, insert, delete), minimal knowledge of HTML and CSS.
- Salary: approximately 35,000 ₽ net + monthly bonus up to 8,000 ₽ based on KPI (from the first month).
- Schedule: shift work 2/2/3, daytime shifts from 8:00 AM to 4:00 PM MSK (support operates from 8:00 AM to 11:00 PM MSK).
- Employment: Individual Entrepreneur, self-employment.
- Work format: remote.