Requirements:

• Technical education;
• 1+ years working in IT/Telecom area is preferred;
• Opportunity to work in night shift;
• Good knowledge of spoken/written English, Russian and Azerbaijani languages; 
• Advanced computer skills

Responsibilities:

• Monitoring the status of service components using appropriate tools and systems;
• Respond to customer queries in a timely and accurate way, via phone, email or chat;
• Reaching out to customers for assistance or clarification when necessary;
• Follow up with customers to ensure their technical issues are resolved;
• Registering incidents in the ticketing system and initiating the incident management process;
• Tracking the life cycle of the incidents from “Open” to “Closed” status;
• Diagnosing and conducting initial investigations, contacting technical or business departments for informing about issues and seeking assistance/consultation for incident resolution;
• Escalating the diagnosis and investigation process to the second level of support following internal escalation procedures and guidelines;
• Ensuring thorough documentation of the issue, including all customer communication, troubleshooting steps, and attempted resolutions, recorded in the incident ticket;
• Working with various Severity Levels of incidents, ability to prioritize problems based on urgency, impact on service, guided by internal rules;
• Preparing various types of reports, including standard template reports and customized reports upon request;
• Documenting common support procedures that coworkers can follow.

Are you interested? Please indicate the name of the position you are applying for in the subject line of the application email and send to the e-mail address in the Apply for job button.