Lead Support Specialist
- Рівень:
- lead
- Джерело:
- djinni.co
Що робити
- Analyze the current support setup and restructure the support department processes
- Configure and optimize Freshdesk, including SLA rules, automation, and AI-based features
- Build and maintain a knowledge base for internal and client-facing support needs
- Improve and standardize the client onboarding process
- Handle L2/L3 support tickets and ensure high-quality issue resolution
Що очікуємо
- 5+ years of experience in a support or customer service role, preferably in a technology services company
- Experience with Freshdesk or similar ticketing/help desk platforms, including SLA setup, automation, and workflow optimization
- Ability to build and structure a knowledge base and improve support documentation
- Experience with client onboarding process improvement and service quality metrics
- Strong problem-solving skills and ability to handle L2/L3 support tickets independently
Що пропонуємо
- Competitive compensation
- B2B contract, paid sick leave, 20 days of paid vacation
- Free English lessons
- Flexible work schedule
- Official holidays are non-working days
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