Communication, Support Manager

About the Company:
We are a leading IT company specializing in the development and delivery of innovative IT solutions. Our company holds a prominent position in the industry, serving clients of various sizes and sectors. We strive for continuous growth and successful expansion of our market presence.

Responsibilities:

 Responses to technical letters:   

• Respond to customer and partner inquiries quickly and efficiently by providing accurate information and advice on technical issues.

Analysis and problem-solving:  

• Identify and analyze problems described in letters, offering possible solutions and recommendations.   
• Interact with technical teams to obtain necessary information to resolve complex issues.

Documentation and reporting:   

•  Keep records of all requests and responses in the ticket management system.  
•  Create and update technical documentation, including frequently asked questions (FAQ) and user manuals.

Feedback and improvements:   

• Provide feedback to product managers to improve processes and products based on customer questions and concerns.
• Participate in discussions to improve the quality of customer service and optimize internal processes.

Monitoring and analysis:  

•  Monitor and analyze trends in customer requests, generating reports on emerging issues and areas for improvement. 
• Participate in an initiative to continually improve the customer experience.

Teamwork:  

• Collaborate with other team members to ensure consistency in responses and service standards.   
• Participation in team meetings to discuss current tasks and problems.

Requirements:

• Higher education in the field of information technology, engineering, or communications.
• Work Experience: 1 year or more in technical support or similar role.

Knowledge:   

• Understanding the basics of IT systems and software. 
• Experience with project management and customer support systems.

 Skills:    

• Excellent written and oral communication skills. 
• Ability to explain complex technical concepts in accessible language.
• Attention to details and ability to multitask.
• Knowledge of languages: Proficiency in English at a technical level.
  

Advantages:

• Competitive salary
• Opportunities for career growth in a successful and innovative IT company
• Friendly and dynamic work environment
  

Conditions: 

• Full-time position
• On-site or remote work options
• Flexible working hours