Support Specialist
8.0/10
Velvetech
$51,750 – $86,250 USD
Remote
junior
about 1 month ago
May be outdated
supporttechbusiness analysis
AI Summary
The vacancy is well-structured with clear responsibilities and compensation, but lacks detail on tools and processes.
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Description
What you'll do
- •Support Ticket Management
- •Respond to support tickets as per SLA: within 8 hours for a first generic response and within 2 days for resolution
- •Manage tickets following the defined protocols
- •Utilize the support ticket knowledge base to effectively guide clients through ticket resolution
- •Engage in AI Contact Center feature specification and requirements activities when support tasks are minimal
- •Get on a call with clients for troubleshooting
- •Work under the mentorship of current product BAs to develop BA skills
- •Work under the mentorship of current CSMs to develop customer success manager skills
Conditions
- •Flexible working conditions and a cooperative environment
- •Competitive salary
- •Many challenging and exciting projects with new opportunities and learning
- •Growth opportunities, skills and competencies improvement, and professional certification
- •In-company training (English, Software / DevOps / Project management / Design / Business)
Requirements
- •Support Skills
- •Proficiency in English (upper-intermediate or advanced level is preferred; a certificate is advantageous)
- •Experience working in support teams
- •Availability from 9am to 6pm EST to actively support clients
- •Availability for rare calls outside core hours (onboarding or urgent alignment)
- •The candidate is expected to work during weekdays (Mon-Fri)
- •Business Analysis Qualifications
- •Bachelor’s or Master’s degree
- •Good knowledge of business analysis methodologies and ability to apply them appropriately
- •Ability to define the best business solution among available options
- •Strong communication skills to effectively engage with clients and stakeholders
- •Natural analytical thinking and capacity to explain complex concepts to non-technical users
- •Excellent planning, organizational, and time management skills
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