First Line Support team member
Nice to have's
Job description
About the Position
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.
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
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)
Personal Skills Required
- Attentiveness
- Responsibility
- Discipline
- Friendly temper
We Offer
- 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
Compensation
- $360 gross per month for the first 3 months (trial period)
- $465 gross per month after the trial period
About the Company
Suntech Innovation is dedicated to creating innovative solutions for the iGaming industry. Our team is passionate about building cutting-edge platforms that drive the future of online gaming.
© Suntech Innovation. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
We are a product R&D company that creates solutions for the Product Ecosystem in the dynamic iGaming market domain.Our Mission is to create cutting-edge platforms to reinvent the iGaming industry.Our product is the top-quality iGaming ecosystem created on a vast choice of technologies, stacks, and programming languages.Our superpower is a Team of experienced professionals constantly striving for technical excellence.We are looking for highly skilled agile professionals, eager to develop and drive the industry evolution.