Product Support Specialist
DRCT
- Формат:
- повний remote
- Джерело:
- jobs.dou.ua
Що робити
- During the first 1–2 months: take over the existing knowledge and processes
- Learn from the current support team how upgrade requests are handled, which cases repeat, and where the main clients ’ pain points are
- Turn existing knowledge into clear documentation: an airline knowledge base covering upgrade types, eligibility, booking classes, timing, refund rules, and other relevant conditions
- Create playbooks for common cases and an escalation matrix
- Handle real upgrade requests under the team’s guidance while building your knowledge
Що очікуємо
- English at B2+ level, especially in writing
- Ability to learn proactively from busy colleagues: prepare questions, take notes, clarify details, and structure the information independently
- Readiness to document processes that currently exist mainly as shared team knowledge
- Strong and structured writing skills: you can describe a case clearly enough for a developer to reproduce it without additional questions
- Ownership mindset: you follow a case through to the final outcome, not just until it is transferred to someone else
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