- Skelbimas
- Atlygis/Miestas
- Apie įmonę
Job description
About the role
You’ll be the link between Sintra’s Customer Support and Development teams. When a support case is too complex for the frontline team, it comes to you. Your job is to find out what is really going on, solve what you can, and make sure developers only get issues that are confirmed and clearly explained.
Most of your time will go to investigating and resolving escalated cases. The rest goes to improving how the support team handles technical issues.
What you’ll do
- Take over escalated cases from Customer Support Specialists: review their internal notes, check the logs and find the root cause
- Solve technical issues on your own where possible, including account, payment, subscription and product issues
- Escalate confirmed bugs to the Development team with clear descriptions, steps to reproduce and an assessment of customer impact
- Follow escalated issues through to resolution and keep the support team updated so they can respond to customers with confidence
- Spot recurring problems and share them with Product and Development, explaining in plain terms how they affect customers
- Build and maintain troubleshooting guides, macros and knowledge base articles that help frontline agents solve more cases on their own
Requirements
2+ years of experience in technical support, application support or a similar role;
Ability to read logs and troubleshoot issues systematically;
Proactive mindset, with ownership of issues from investigation to resolution;
Professional English (C1 or higher);
Company offers
Hybrid work model with a flexible working approach;
Private health insurance;
Workout sessions with a personal trainer / sports benefits;
Opportunity to take ownership of additional projects such as knowledge base management, payment process improvements, and support automation;
International environment working with a global customer base and AI-driven product.
Vietovė
- Vilnius, Vilniaus apskritis, Lietuva
Laikas
- Visa darbo diena
Kalbos
- Anglų
- Lietuvių
Laurynas Lenčiauskas
+37065593361