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