Support Specialist

This is a remote position.

RichBrains is currently looking for a Support Specialist to join our team!

We are waiting for a proactive and organised colleague, who has excellent time management and communication skills, and can use this superpower to prioritize demands across projects with minimal supervision during the workday (11:00 - 20:00 GMT+3).

Responsibilities

• Сomplete support tickets,
  

• Communicate via Intercom, ensure compliance with SLA;
  

• Expand knowledge base and maintain documentation
  

• Ensure the timely and successful delivery of our solutions according to customer needs and objectives;
  

• Resolve customer queries and product or service problems by clarifying the customer's complaint:
  

• determining the cause of the problem;
  

• selecting and explaining the best solution to solve the problem;
  

• expediting correction or adjustment;
  

• following up to ensure resolution;
  

• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders;
  

• Assist with challenging client requests or issue escalations as needed;
  

• Communicate with the development team assigning tasks according to the priority.
  

Requirements

• Great communication skills both spoken and written;
  

• Experience using tools like Jira and Confluence;
  

• Advanced English proficiency to be able to communicate with native speaker customers.
  

Nice to have

• Understanding of engineering processes;
  

• Working experience as a project manager and good understanding of this role;
  

• Experience working with other customer communications platforms.
  

Benefits

As a member of our team, you will enjoy:

• A motivated and highly professional team to work with;
  
• A modern business center, just a five-minute walk from the subway, or work remotely;
  
• Corporate program of bonuses and discounts;
  
• Fresh fruits available in the office for a healthy work environment;
  
• Corporate events to foster a team spirit.
  
  

• Join us!