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Due to the expansion of the Belarusian office, Elementry IT company (Minsk, Miasnikova, 40) (Belarusian R&D office of Linnovate) has opened the position of Technical Support Specialist. We are looking for a candidate from Minsk! The format of work is hybrid.

Linnovate Group (linnovate.net) is a well-known Open Source and Cloud Native software developer with offices in Israel ( head office), USA and Belarus. Linnovate has been operating in international markets for more than 15 years and provides services to startups, corporate sector, Government sector (Israel) and large international universities. We carry out a full development cycle based on the most advanced solutions (all new projects on Kubernetes), from the formation of business requirements to technical support of the developed product. Becoming a part of our team, you will work with large projects and well-known international brands in Israel, Europe and USA.

We are seeking a dedicated and enthusiastic individual to join our team as a Technical Support Specialist. This is a unique opportunity to gain hands-on experience in the dynamic field of technical support, focusing on open source technologies.

Responsibilities:

- Respond promptly to inquiries in a professional and courteous manner, ensuring timely resolution and customer satisfaction.

- Comply with SLA (Service Level Agreement) guidelines to ensure timely and efficient support (Severity 1 - 1 hour/ Severity 2 - 4 hours/Severity 3 - 24 hours/Severity 4 - 48 hours).

- Monitor, prioritize, and organize support tickets, triaging, assisting, and escalating as necessary.

- Contact and collaborate with internal & outsourced experts to address and resolve technical issues.

- Conduct meetings with clients to address and resolve issues related to meeting organization and the quality of services provided by internal and outsourced experts.

- Schedule and attend virtual meetings using platforms such as Zoom, Webex, Google Meet and Microsoft Teams etc.

- Prepare follow-up meetings to ensure customer satisfaction using AI apps.

- Create documentation for end user guides, case studies, FAQs and internal processes in our wiki.

- Create video guidlines for users.

- Update internal databases with information related to technical issues and customer interactions.

- Keep management informed on workload status, client feedback, and outstanding issues.

Qualifications:

- Higher education( technical or language).

- Proficient written and spoken English at a B2-C1 level.

- Experience in technical support (L1/L2), preferably in casino/betting support (minimum 1 year) / QA.

- Ability to schedule and attend virtual meetings using various platforms.

- Technical and organizational skills with a keen interest in open source technologies.

- Ability to respectfully respond to inquiries or complaints from customers, management, and partners.

- Proactively find ways to enhance and streamline work processes.

Soft Skills:

- Self-organization, discipline and responsibility

- Passion for helping others and strong team collaboration skills.

- Ability to multitask effectively and work independently.

- Courteous, high-level verbal and written communication skills.

- Skill to navigate through tricky situations and make smart decisions when the rulebook doesn't quite fit.