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What you'll do:
- User support for incoming requests (tickets, chat), no voice communication involved;
- Working with internal documentation and the knowledge base (ability to find and utilize information, as well as the capability to update articles if necessary);
- Basic diagnosis of user issues and routing incidents to the appropriate departments;
- Daily interaction with developers, QA, and other teams;
- Participation in improving support processes and user experience.
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What we expect:
- Understanding of how the internet, browsers, and websites work in general (e.g., what HTTP status codes 503 and 401 mean when accessing a site, the purpose of cookies, etc.);
- Ability to review logs and interpret them experience working with APIs and developer tools (console, network);
- Fluent in Russian (Native) and proficient in English (B1 and above);
- Strong written communication skills;
- Comprehension of how support should function and respond.
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We offer:
- Work in the international company;
- Hybrid working format (office/home office);
- Corporate education — courses and trainings;
- Voluntary health insurance after probation period;
- Effective onboarding program for a better start;
- Corporate events and team buildings.
First Line Technical Support Manager (English)
Mitgo is a global tech company focused on delivering innovative solutions and promoting entrepreneurship. Our purpose is to build, invest in, and nurture online businesses. Mitgo offers solutions and services in the MarTech, FinTech, Smart Shopping and IT-driven Startup Incubation sectors. We are looking for a First Line Technical Support Manager to support and develop the product.