Technical support specialist

SmartShell is a young product IT company - a Skolkovo resident - working in the B2B2C segment in the field of gaming. We develop a software system for managing the activities of computer clubs and cyber sports arenas.

Our product allows owners of cyber arenas to manage all processes, automate and optimize operations, analyze their efficiency and make informed decisions for business development.

SmartShell software complex has already been recognized by more than 1000 clients in Russia and abroad, and we expect even more users in the near future, because we are actively developing our product, adding new functionality and improving the existing one.

In order to provide perfect service to our customers worldwide, we are looking for a Technical Support Specialist with English language skills

The main tasks of this position:

• Receiving and processing incoming requests in the Omnidesk ticket system
• Written consultation and support of users
• Diagnosing and solving errors independently or interacting with colleagues from other departments
• Maintaining requests and controlling the deadlines of requests
• Providing timely feedback to customers
• Bugs fixing or communicating bugs to colleagues from other departments if needed
• Editing and translation of the English-language knowledge base

Required hard and soft skills:

• Knowledge of win10/win11 at administrator level
• At least 1 year of experience in tech support or computer club
• Knowledge of the basics of building LAN
• Basic knowledge of network services - DNS
• Experience of working in a ticket system
• Russian native and English from Upper-Intermediate level (mainly written)

What do we offer:

• Hybrid or remote work format in Russia
• Work schedule: 2/2 10:00-22:00 Moscow time
• Special features: night shifts (22:00-10:00 Moscow time) during vacations of night tech support workers
• Voluntary Medical Insurance after probation period (3 months)