First Line Support team member

Suntech Innovation is a product R&D company that creates solutions for the dynamic iGaming ecosystem. Our mission is to build cutting-edge platforms that help reinvent the iGaming industry.

We are currently looking for a First Line Support team member. This person is expected to provide outstanding support for clients and be responsible for successful platform operation.

Requirements

• English: Intermediate or higher
• Excellent PC skills and confidence in working with different tools and systems
• Ability to prioritize and manage multiple tasks when needed
• Ability to make decisions within established processes and explain the reasoning behind them
• Knowledge of SQL/DevTools/API/Jira will be an advantage
• Ability to work part-time shifts: 3 × 8-hour shifts per week (24 hours/week, approximately 96–108 hours/month), covering 7am–3pm, 3pm–11pm, or 11pm–7am, with the option to swap shifts with teammates when needed.
• Ready to hire a student (If you are studying in IT major this would be an advantage)

Responsibilities

• Receive and manage support requests through internal communication channels and ticketing systems (Slack, Teams, Telegram, Jira Service Desk). No cold calls
• Diagnose and troubleshoot technical issues
• Ask customers targeted questions to quickly understand the root of the problem and gather additional details for higher levels of support
• Monitor issues through to resolution, within agreed time limits (SLA)
• Properly escalate issues unresolved by 1st line to appropriate internal teams
• Ensure all issues are properly logged within the ticketing system
• Follow up with clients to ensure their systems are fully functional after troubleshooting

Personal skills required:

• Attentiveness
• Responsibility
• Discipline
• Friendly temper

You will get:

• A position in a product development company with a dynamic environment and real-life support scenarios
• Opportunity to grow inside the company and potentially move towards technical roles (QA, FE, etc.) based on performance and business needs
• Ability to contribute ideas and improvements to internal processes and support flows
• Supportive team of professionals and a collaborative working culture
• English language courses (corporate classes, subject to availability)
• Paid annual breaks (6 paid shifts per year, accrued monthly)
• Medical insurance coverage (after 1 year of cooperation)
• Wellbeing package: online-yoga classes, Yakaboo, BetterMe App: Health Coaching, BetterMe App: Mental Health
• Corporate online activities and team-building initiatives (e.g. Random Coffee)
• Remote-first culture: we primarily work remotely, but also have an office in Kyiv