L1 Operator
vakansiya — 2024

Key responsibilities:

• Take ownership of customer enquiries and issues reported and ensure quick and effective resolution.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Ensure proper recording and closure of all issues.
• Document knowledge in the form of knowledge base tech notes and articles.
• Meet defined Service Level Agreements and Key Performance Indicators (defined as part of company’s goals setting process).
• Maintain phone, chat and email coverage during working hours.
• Any other responsibilities and tasks given by the management, appropriate to the role.
• Observe company policies and code of conduct.
• Attend team and organization-wise meetings.
• Track time (if required) thoroughly and duly.

Key Skills/Qualifications:

• At least 1 year experience in a Helpdesk or Support Role.
• Customer facing experience in a support based role.
• Availability to work outside typical working hours if needed.
• Excellent team player, self-managed and self-motivated.
• Mature and professional demeanor, attitude, and approach.
• Some understanding of Information Systems at user and corporate level.
• Azeri (Excellent), Russian and English

The L1 Support Engineer is responsible for providing high-quality technical support to customers, developers and prospects through e-mail, phone interactions, desktop sharing with customers and by using incident tracking system.

E – mail : hr@eurodesign.az