Tier 3 Support Specialist

Job title: Tier 3 Support Specialist

Department: R&D

Team: Tier 3 Support

Salary Grade/level/family/range: compensation levels, groups or pay ranges into which jobs of the same or similar worth are placed, including minimum and maximum pay bands. Overtime performance. 

[WSW] Form of contract: B2B. You will be under the Polish B2B contract and under Warsaw office regulations.

Position type and expected hours of work: full-time on the late shift, on a daily basis: 2 pm - 10 pm. Occasionally overtime will be required due to events, important calls, or meetings which can be compensated with timetable adjustments.

This is a Hybrid-Remote position following the Warsaw office setup.*

Reports to: IT Support Manager 

Supervisory responsibilities: direct reports -none- and the level of supervision -none-

Key Relationships: Internal: HR & all RU teams // External: RU Clients

Role purpose: Tier 3 IT Support

Key Responsibilities & Deliverables/Outcomes

• Troubleshooting and issue resolution. Responsible for diagnosing and resolving technical issues related to software applications. Including examination of logs and database entries (SQL). Work with end-users to identify and troubleshoot problems, and escalate more complex issues to senior technical support or development teams as needed. -> Technical issues related to software applications are resolved quickly and efficiently. This ensures that end-users are able to use the software applications effectively and efficiently, without experiencing delays or disruptions.
• Provide exceptional customer service and communicate technical information to non-technical users in a clear and concise manner. Mostly via email, sometimes via a video call. -> End-users receive high-quality customer service and technical support. This helps to build positive relationships with end-users and improves their experience when using technology.
• Maintain accurate records of support requests and resolutions using a ticketing system (Zendesk) -> All support requests are properly documented and tracked. This facilitates effective communication and collaboration among the IT support team and ensures that end-users receive timely and effective support.
• Work closely with other IT team members to ensure timely and effective problem resolution. -> IT issues are resolved quickly and efficiently. This helps to minimize downtime and ensure that end-users are able to perform their job duties without interruption.
• Maintain detailed documentation of configuration settings and troubleshooting steps. This documentation is used to support end-users and train new support team members. -> Accurate and up-to-date documentation is available to support end-users and the IT support team. This facilitates effective troubleshooting and ensures that the support team has the information they need to provide high-quality support.
• Attend daily team meetings, product calls, and 1:1 sessions with the IT Support Manager. -> The IT support team is well-informed and up-to-date on current issues and projects. This facilitates effective communication and collaboration among team members and helps to ensure that IT issues are resolved quickly and efficiently.

Key Performance Indicators: 

• First Reply Time 
• Full Resolution Time
• Satisfaction rate 
• Number of solved tickets

Required education and experience: 

• Proficiency in English and Polish
• Self-managed person
• A creative and proactive person
• Basics of SQL
• Being organized with daily records
• Understanding of Vacation Rental Business, Property Management Software, and Vacation Rental Sites is a plus

Required attributes:

• High energy level
• High self-confidence
• Hardworking
• Self-disciplined 
• Self-motivated
• High perseverance mindset
• Achievement and result oriented
• Good communication and listening skills

Additional eligibility qualifications: None.

Travel: No traveling requirements. 

Vacation Requests: Via Factorial - Time off manager (CTO) previously discussed with and accepted by the IT Support Manager