Key Responsibilities:

● 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

● 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

● Maintain accurate records of support requests and resolutions using a ticketing system (Zendesk)

● Work closely with other IT team members to ensure timely and effective problem resolution

● Maintain detailed documentation of configuration settings and troubleshooting steps. This documentation is used to support end-users and train new support team members

Deliverables/Outcomes:

● 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

● 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

● 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)

● 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)

● 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)

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:

● Openness to work on the afternoon shift (2 pm - 10 pm, Mon-Fri)

● Achievement and result oriented

● Good communication and listening skills

Position type and expected hours of work: full-time on the late shift, on a daily basis: 2 pm - 10 pm. This is a Remote-first position following the Warsaw office setup: ocassionall meetings at Warsaw office may be required.