Job Description

Key Responsibilities:

• Acknowledge receipt of support tickets and client calls promptly, ensuring timely responses in line with SLA requirements.
• Review and validate ticket information, ensuring all necessary details are provided and that 1st level client support steps have been taken.
• Ensure tickets are correctly classified and prioritized within the Jira system based on the nature of the issue.
• Escalate tickets to the 2nd level support team when necessary, following predefined guidelines.
• Monitor open tickets to ensure progress is being made and escalate delays when needed.
• Maintain accurate documentation of all interactions and updates within the Jira system.
• Follow a provided response guide to ensure consistent communication and troubleshooting inquiries with clients.
• Handle occasional client calls during the shift, ensuring issues are logged and directed appropriately.
• Collaborate with the broader support team to ensure smooth handovers between shifts and proper ticket tracking.
• Ensure all activities comply with the company’s service delivery processes and quality standards.
  
  

Requirements

• Bachelor’s degree preferred (any field).
• Strong command of English (B2 Level).
• Previous experience in customer support, service coordination, or call center roles is an advantage.
• Strong organizational and time-management skills to meet tight response deadlines.
• Excellent communication skills—both written and verbal.
• Ability to work in a fast-paced environment and manage multiple tickets simultaneously.
• Strong attention to detail and ability to follow structured processes.
• Customer-first mindset with a proactive approach to problem-solving.
• Ability to remain calm under pressure and deliver consistent performance.
• Familiarity with Jira or other ticketing systems is a plus (training will be provided).
  
  

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