L2 Support Specialist

2 tygodni temu

Warszawa, Mazovia, Polska Tendencys Innovatios Pełny etat

Welcome to Tendencys Innovatios, a global product company that provides innovative, scalable platforms and business solutions for the iGaming industry.

We are passionate about creating a great product with great people, and we believe that our customers are at the heart of everything we do.

In this role, you will be responsible for leading and managing the L2 Customer Support team, providing guidance, mentorship, and support to team members.

About Your Key Responsibilities

The key responsibilities of this role include:

  • Creating and managing employee schedules; overseeing shift schedules to ensure maximal coverage, where applicable;
  • Analyzing gaps in the knowledge and skills of the L2 Customer Support team;
  • Providing regular report to management on business unit SLA.

You will also be responsible for monitoring notifications about newly assigned tickets in Jira Service Management (JSM) and maintaining and tracking the relevance of the KPIs (SLA) on a regular basis.

Resolution of Customer Support Requests

The key responsibilities of this role include:

  • Working on ticket resolution within SLA assigned to 2nd line — identifying, troubleshooting, and resolving technical issues faced by operators or their clients;
  • Collaborating with cross-functional teams (L3), such as developers or product managers, to escalate and resolve complex technical issues;
  • Documenting and tracking customer interactions, including issues, resolutions, and follow-up actions, using a ticketing system;
  • Conducting research and gathering information to provide accurate and up-to-date solutions to customers;
  • Providing confirmation when accepting a ticket and provide initial high-level diagnosis, plan of action, and ETA for resolution;
  • Communicating any delays in resolution time to 1st line support and collaborate on a new Resolution time with the client, if necessary;
  • Providing regular status updates on the resolution progress, especially for long-term issues.
Essential Professional Experience

To be successful in this role, you will need to have:

  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience);
  • 2+ years of proven experience in technical support, customer service, or a related role;
  • Leadership skills to guide and support the customer support team;
  • Understanding of JSON and XML formats;
  • Experience with SQL;
  • Basic understanding of REST API and microservices concepts;
  • Experience with Postman or any other REST client tools;
  • Experience with Git/GitLab and basic understanding of CI/CD concepts;
  • Experience with JIRA and Confluence;
  • Gathering and analyzing logs (e.g. Kibana, OpenSearch);
  • Proven Experience in Atlassian Tools e.g. Jira, Confluence;
  • Customer-oriented mindset with a focus on providing exceptional service and satisfaction;
What We Offer

We offer a range of benefits to our employees, including:

  • Sports compensation;
  • Medical coverage;
  • Psychological support;
  • Home-office coverage.

We also offer a flexible work environment and opportunities for growth and development.

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