Technical Support Specialist
7.0/10
Online Programming School
$240 – $480 USD
Remote
mid
26 days ago
supporttechai
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Description
Responsibilities
- •Work with tickets in the omnidesk system from related teams regarding service setup / checking students' technical equipment.
- •Adhere to SLA: respond to standard tickets within 24 hours, priority tickets within 30 minutes.
- •Manage reopens: set deadlines correctly, notify clients of any changes in contact dates.
- •Conduct outgoing communications: call clients, offer alternative communication channels when telephony is unavailable.
- •Maintain detailed notes on ticket work (request essence, actions, results, date).
- •Transfer to related departments and CS: create child tickets with correct descriptions and document in the main ticket.
- •Escalate non-standard requests if necessary.
- •Work with an existing knowledge base.
Conditions
- •Fixed salary: 20,000 rubles + KPI based on the number of resolved client requests.
- •Average total income approximately from 40,000 rubles.
Requirements
Requirements
- •Attention to detail and adherence to agreements with clients.
- •Ability to multitask with several tickets simultaneously.
- •Communicates clearly and politely — without dry responses and stop-words.
- •Accurately documents every step of the work.
- •Results-oriented: brings client issues to confirmed closure.
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