✓ Apply here in a minute. Your application and answers go straight to the hiring person, so you never land in a spam pile.
Role in brief
BCRAFT, an iGaming software development company, is hiring an L1 Technical Support Engineer to manage partner inquiries via chat, resolve first-level issues, and escalate complex cases. This role suits detail-oriented individuals with strong written communication skills.
About the role
This L1 Technical Support Engineer role involves direct interaction with BCRAFT's partners, primarily through chat. The core responsibility is to act as the first point of contact for incoming inquiries, accurately assessing their nature and priority. You will be expected to resolve a variety of technical issues independently, leveraging internal systems and knowledge bases to find solutions.
A key aspect of this position is effective information management. You will need to meticulously check existing data, request any missing details from partners, and ensure that all necessary information is gathered before escalating more complex problems to the L2 support team. Monitoring the progress of all assigned inquiries until their complete resolution is also part of the daily workflow.
Success in this role hinges on a blend of analytical thinking and adherence to established procedures. The ability to process a high volume of inquiries efficiently while maintaining accuracy and clear communication is essential. The position offers a remote work setup with a specific 2/2 schedule and flexible start times aligned with GMT-3.
Skills that matter here
- written communication: This role requires clear and proficient written communication to interact with partners via chat and document issue details.
- Jira: Experience with Jira or similar systems is preferred for tracking and managing support tickets and workflows.
- Confluence: Familiarity with Confluence or similar knowledge base systems is a plus for accessing and updating information.
- technical support: Prior experience in a technical support role is preferred for understanding common issue resolution processes.
- iGaming: Experience within the iGaming sector is preferred, indicating familiarity with industry-specific terms and challenges.
Who this role suits
- A person who thrives on structured problem-solving and can follow established protocols precisely.
- Someone who is comfortable handling a continuous flow of incoming requests and can prioritize effectively.
- An individual who communicates clearly and concisely in writing, ensuring all details are captured accurately.
- A candidate who is self-reliant in finding information and making decisions within their defined scope.
From the employer
- Accept partner inquiries via chat;
- Determine the type and priority of the issue;
- Resolve issues within L1 responsibility;
- Check information in systems and knowledge base;
- Request missing data if insufficient;
- Forward complex cases to L2 with complete information;
- Monitor your inquiries until fully resolved.
- Responsibility and attention to detail;
- Proficient written communication;
- Ability to work according to regulations and internal instructions;
- Ability to analyze information and make decisions within your responsibility;
- Willingness to handle a large volume of inquiries;
Preferred:
- Experience in technical support;
- Experience with Jira, Confluence, or similar systems;
- Experience in iGaming.
- Remote format: 2/2 schedule;
- Salary in USD, rubles;
- Flexible start time GMT-3;
- Opportunities for development and qualification improvement.
Questions about this role
What is the remote work policy for this position?
This is a fully remote position with a 2/2 work schedule and flexible start times around GMT-3.
What kind of experience is preferred for this role?
Preferred experience includes prior technical support, familiarity with systems like Jira or Confluence, and experience in the iGaming industry.
✓ Apply here in a minute. Your application and answers go straight to the hiring person, so you never land in a spam pile.