Technical Support Specialist (Level 1)

Objective

• Providing quality support to clients
• Ensuring stability of client product image stability

Measured by:

• Response time
• Customer and CSM satisfaction
• Support participation (participation in at least 20% of all incoming requests)
• Image processing stability, suggestions for improvements

KEY SUCCESS INDICATORS

• Median first response time and overall median response time on Intercom under 5 minutes
• Customer satisfaction on Intercom over 90%
• CSM satisfaction on Jira higher than 4/5
• Participation in at least 20% of all incoming requests
• Number of failed image processing requests lower than 1M in 24 hours

KEY RESPONSIBILITY AREAS

• Client direct support on Intercom
• Internal support on Jira and Slack channel product-support
• Image processing stability

Must-haves:

• Communication skills
• Patience & empathy Basic SQL- Fluent English - both written and verbal
• Knowledge of APIs (FB GraphAPI, GA API)
• Advanced Logs understanding (Graylog)
• Deep understanding of image processing in Meta and in ROI Hunter
• Browser development tools

Should-haves:

• Hands on AI Experience
• Marketing strategies
• Technical writing skills

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.