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

Salary: $360 gross per month for the first 3 months (trial period); $465 gross per month after the trial periodOriginally posted on Himalayas