Technical Support Specialist (Level 1)

Pattern · Retail & E-commerce

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