L2 Customer Support Agent

GR8 Tech • Chișinău, Chișinău, Moldova • 2w ago

About your key responsibilities and impact:

Reproduce, analyze and evaluate requests and their impact to resolve or escalate incidents as needed;
Communication on issues resolving with other departments;
Monitor product status and engage responsible people to resolve urgent situations if necessary;
Control the SLA for tickets resolution and escalate unresolved cases.

Minimum 3 years experience in technical support;
Experience in administrating (network troubleshooting, DevTools, logs parsing etc.) will be a plus;
Strong experience with Jira, Confluence;
Ability to work on several tasks in parallel and prioritize on an ongoing basis;
Understanding of development processes and cross team cooperation
Excellent listening and communication skills, both written and verbal, analytical and problem-solving skills;
Experience with monitoring and alerting services.

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