Специалист поддержки пользователей VK
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Salary
≈ $12k – $25k per year (Estimated)
Location
Remote (EAEU)
Employment
Full-Time
Overview
Company
Impact
Profile match
VK is a Russian internet group built around VKontakte, the social network launched in 2006 that became the most used site in the country. The group also owns Odnoklassniki, the Mail.ru email and portal services, the VK Video platform, the VK Play games store and the RuStore application marketplace created after Western app stores withdrew from Russia. Headquartered in Moscow with a large engineering presence in Saint Petersburg where the network was founded, it also runs a cloud division, an advertising platform and the Marusia voice assistant, making it the closest thing the Russian market has to a full consumer internet stack.
Мы ищем не просто коллег, но соратников и побратимов. Тех, кто разделит нашу любовь к продуктам VK и взгляды на то, какой должна быть классная поддержка, - и будет строить её вместе с нами.
Задачи
- Приём, регистрация и первичная классификация обращений пользователей в почтовом канале
- Диагностика типовых инцидентов и запросов, решение инцидентов в рамках уровня L1
- Предоставление пользователям первичных инструкций, справочной информации и удалённой помощи
- Эскалация нерешённых инцидентов на уровень L2/L3 с корректным заполнением всей необходимой информации
- Мониторинг статуса открытых заявок и обеспечение соблюдения SLA
- Участие в процессах улучшения качества сервиса и оптимизации типовых сценариев поддержки
Требования
- Опыт работы в поддержке от шести месяцев и желание работать с людьми
- Грамотная письменная речь
- Желание работать полностью удалённо
- Возможность использования личного ПК
- Навыки работы с Jira и Confluence будут преимуществом
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