[Hiring] L1 Technical Support Specialist @brightfin

Role Description

The role of a L1 Technical Support Engineer involves providing technical support to clients, diagnosing and resolving complex technical issues, managing inquiries efficiently, and ensuring high levels of customer satisfaction. As skills and knowledge increase, growth to L2 Technical Support Specialist roles and beyond, into more technical roles within the organization, can be anticipated.

Essential Functions / Duties / Responsibilities

• Incident Management:
  • Review and prioritize incoming incidents in your queue based on urgency and complexity.
  • Ensure timely and efficient resolution of technical issues within standard timeframes.
  • Track the progress of each ticket and provide regular updates on status to internal and external stakeholders.
• Technical Issue Diagnosis:
  • Identify root causes of problems and implement solutions or workarounds as necessary.
  • Collaborate with key technical leaders to gain an understanding of the platform and applications.
• Documentation and Knowledge Management:
  • Update and maintain internal knowledge base and documentation to reflect new solutions, common issues, and best practices.
• Collaboration with Team Members:
  • Collaborate with other technical support agents and internal teams to resolve complex issues and share knowledge.
  • Escalate unresolved or particularly challenging tickets.
• Quality Assurance:
  • Ensure that all issue resolutions meet the requirements.
• Own Projects:
  • Find parts of the product or processes that can be improved.
  • Formulate the problem, take ownership of the resolution or escalate it to the appropriate department, and manage the process to ensure effective resolution.
• Efficient Time Management:
  • Accurately track time spent on each ticket and technical issue to ensure efficient use of resources and adherence to service level agreements (SLAs).

Qualifications

• High School Diploma or GED, minimally required.
• 1+ year of experience preferred.
• ITIL or ServiceNow certification is encouraged.

Requirements

• Experience in SaaS Product support or ServiceNow.
• Desire to become more familiar with ServiceNow.
• Excellent verbal and written communication skills.
• Service and customer-oriented mindset.
• Demonstrated ability to troubleshoot technical issues and strong problem-solving skills generally.
• Working knowledge of the components in a web application stack.
• Ability to articulate technical subject matter in a clear and easy-to-understand manner.
• Excellent client-facing skills.
• Excellent team player, self-managed and self-motivated.
• Mature and professional demeanor, attitude, and approach.

Benefits

• Medical insurance — after successful completion of the probationary period.
• Equipment — we set up everything you need to work comfortably from home.
• Full FOP administration — we handle all administrative matters related to your business entity.
• Unlimited paid time off — coordinated with your team; we trust you to manage your time responsibly. Shift changes are subject to Lead/Manager approval, provided they do not negatively impact team continuity.
• Annual salary review — based on performance review outcomes.
• Parental leave — we support you through every stage of life.
• Comfortable remote setup — we care about your day-to-day work experience.

Location

Remote, Ukraine Private Entrepreneur

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.