Support Specialist
Become part of our team as an internal Support Specialist focused on customer interaction. You will serve as the initial point of contact for production support tickets, collecting thorough and precise information from internal stakeholders before forwarding cases to the L2 support group.
Responsibilities
- Take ownership of new tickets from the production support queue
- Assess incoming tickets for completeness and spot any missing information
- Reach out to internal requestors (CX, accounting, sales, product, and other departments) to obtain additional details
- Edit or supplement tickets so they are ready for L2 support
- Assign tickets to the appropriate team depending on the nature of the issue
- Forward data or application-related concerns to L2 support
- Send product or calculation inquiries to the Product team first, then return to support if a bug is confirmed
- Resolve administrative requests independently
Requirements
- Minimum of one year’s experience in application support, help desk, or IT operations
- Confident communicating with internal users who may not have technical backgrounds to gather necessary information
- Skilled at converting unclear issue reports into well-defined, reproducible tickets
- Interested in understanding the full workflow of business applications
- Able to stay organized and manage a large number of tickets, including 30+ open items at once
- Basic knowledge of web applications and databases to ask pertinent questions
- Strong English communication skills, both spoken and written (B2+ level or above)
Nice to have
- Hands-on experience with non-production environments to replicate reported issues
- Capable of documenting reproduction steps and attaching them to tickets before L2 review
- Experience using Azure App Insights to check performance or error signals related to tickets
- Familiarity with Grafana observability tools as their use expands
