Customer Support Specialist
✨ AI Summary
Company Overview: GR8 Tech is a leading provider of B2B iGaming platforms, dedicated to helping operators excel in the industry. With a team of over 1000 professionals across various regions, we deliver comprehensive tech solutions designed for scalability, supporting millions of active players and fostering significant business growth.
Role Overview: We are seeking a Customer Support Specialist to provide essential technical support for our clients. This role is crucial for identifying, documenting, and resolving issues efficiently, while escalating complex cases to the appropriate teams.
Main Responsibilities:
- Manage incident handling and troubleshooting, including reproducing and analyzing technical issues.
- Create and oversee incident tickets to ensure compliance with service level agreements (SLAs).
- Collaborate with internal teams, including DevOps, QA, and Product, to resolve client issues.
- Monitor product stability and escalate urgent incidents as needed.
Requirements:
- Minimum of 1 year of technical support experience, ideally in a B2B environment.
- Fluent in English (B2+) and proficient in Russian or Ukrainian.
- Familiarity with Jira and Confluence.
- Strong problem-solving and client support abilities.
- Willingness to work shifts, including nights.
Preferred Qualifications:
- Experience with browser developer tools and web error codes.
- Knowledge of system logs and monitoring dashboards.
- Understanding of standard IT processes (ITIL).
Benefits: GR8 Tech offers a comprehensive benefits package, including an annual cafeteria budget for health and wellness, generous vacation policies, remote work support, and professional development opportunities.
