We are an international company. We are looking for a specialist to join our L1 Support team to monitor the system and handle incoming requests.
Responsibilities:
Request Handling:
Receiving and processing client inquiries regarding technical and operational issues.
System Monitoring:
Monitoring key performance indicators, tracking volumes, and detecting any anomalies or deviations from the norm.
Alert Response:
Immediate response to system alerts, logging incidents, and escalating them to relevant departments.
Non-Standard Case Analysis:
Initial assessment of atypical situations and cross-functional collaboration with the Risk Management department to resolve complex issues.
Service Verification:
Conducting regular verification (test) transactions to monitor system availability and proper functionality on the client’s side.
Ticket Management:
Logging incidents in the ticketing system, maintaining internal documentation, and ensuring a detailed shift handover.
Reporting:
Preparing analytical data slices and reports upon request from adjacent departments.
Requirements:
- Analytical mindset, high attention to detail, strong critical thinking, and the ability to work with large volumes of digital data.
- Proficiency in MS Excel (working with filters, formulas, and spreadsheets).
- High level of personal responsibility, stress tolerance, proactivity, and the ability to maintain focus in a multitasking environment.
- Result-oriented approach, systematic problem-solving skills, and readiness to strictly follow internal company regulations.
- Strict adherence to and fulfillment of all established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
- Fluency in Ukrainian, Russian, and English (at a confident business correspondence level).
- Readiness for a shift-based work schedule (including night shifts).
Conditions:
Work Schedule:
Shift-based (3 types of 8-hour shifts daily to ensure 24/7 coverage). The workload is distributed evenly, averaging 19 shifts per month per agent.
Onboarding & Probationary Period:
- The first 2 weeks consist of introductory training and a paid internship.
- This is followed by a 2-month probationary period.
- Upon successful completion of all stages, transition to the standard salary tier is provided.
Benefits Package:
Official paid vacation and sick leave fully covered by the company.