- Responding to client support queries.
- Providing support by phone, skype and e-mail.
- Issue registration in the task tracking system (Redmine).
- Rapid response and localization of faults in the area of competence, escalation of complex tasks to the second line of support.
- Informing clients about the expected timing and progress of work on requests.
- Incident investigation.
- Adding frequently asked questions and issues to knowledge base.
- Analysis of logs of interaction with banks, payment systems and third-party services.
- Interaction with development teams and managers.
- System user roles administration and management.
- Management and administration of the internal entities of the system (transactions, projects) both in the test and production environment.
- Formation and sending of reports provided by the system.
- Formulation of requirements for reports to the development team.
- Contribution to the development of the service delivery cycle and service levels.
- PC knowledge at the level of an advanced user, technical literacy in general IT issues, knowledge of IT terminology.
- Knowledge of Windows operating systems and office applications at the advanced user level.
- Basic knowledge of html.
- Basic knowledge of Linux-like systems and Git version control systems will be a plus.
- Full or partial higher technical education.
- Good knowledge of Russian language. Competent Russian speech.
- Good command of English language, both written and verbal skills. Intermediate level or above.
- Diligent work ethic, punctuality, learning ability, stress resistance.
