Customer Support
Вакансия № 30493563 в населенном пункте (городе) Москва, Россия от компании "ООО Ок Софт" на сайте Электронный Центр Занятости Населения (ЦЗН) Москвы.
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Обязательное требование к опыту работы искомого сотрудника: 1–3 года.
График работы: удаленная работа.
Тип занятости: полная занятость.
Вакансия № 30493563 добавлена в базу данных: Среда, 3 сентября 2025 года.
Дата обновления этого объявления: Четверг, 25 сентября 2025 года.
| Рейтинг вакансии: 4,5 из 100 баллов |
Адрес вакантного места работы: Москва, Центральный административный округ, Пресненский район, Московский международный деловой центр Москва-Сити.
Работодатель предложит заработную плату по результатам собеседования с соискателем работы.
We have a decentralized support organization covering several countries of Asia-Pacific region where customers requests are processed by local agents, additionally we now actively build a process of reporting internal incidents from our colleagues from markets. As the organization is growing we need a strong Incident and Problem management professional who can create and execute efficient process of analyzing data about coming customer requests, find key issues and drive Problem management practices within organization.
The role will have several key areas of responsibilities:
Incident management
- Handling complex technical incidents escalated by L1 support agents
- Closely work with Development team on resolving all raised issues and build own expertise to resolve such cases, collaborate with different teams to ensure timely and effective incident resolution, keep stakeholders informed about the incident's status, progress, and resolution timelines
- Be accountable for the queue of internal incidents & requests escalated by Markets
- Closely work with Development team on resolving all raised issues and build own expertise to resolve such cases, collaborate with different teams to ensure timely and effective incident resolution, keep stakeholders informed about the incident's status, progress, and resolution timelines
Problem management
- Root cause analysis. Conduct in-depth analysis to determine the root causes of recurring incidents.
- Trend analysis. Identify patterns and trends in incidents to proactively address potential problems
- Based on the results of root cause analysis and other activities enrich our internal knowledge base to facilitate faster incident resolution
Monitoring
Daily checks of Google Play crash reports, Sentry, Firebase and any other monitoring systems to identify errors affecting multiple users, perform initial analysis and escalate incident/bug to Development/Devops team
Process improvements
Suggest improvements to incident, problem, knowledge management (or any other) processes for increased efficiency
Requirements:
Fluent English is a MUST to communicate with market representatives
- University degree preferably in the field of IT or computer science or work experience in IT customer support from 3 years
- Knowledge of ITIL principles
- Experience of doing problem management and root cause analysis
- Examples of process changes organized
- Ability to work effectively in a flexible and changing environment, manage a variety of tasks and priorities, and be able to work under pressure
- Strong interpersonal skills, able to work with different individuals/teams
- Experience of working with ITSM systems (Jira, Zendesk, etc)
- Basic knowledge of reporting in Excel and Power BI
What we offer:
- Official employment, competitive salary
- International fintech
- Comfortable office in Moscow City
- Flexible working hours for an optimal work-life balance
- Great opportunity for professional development within a young and fast-growing company
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