L2 Tech Support Specialist - Remote

Overview

Market Pay is looking for a L2 Tech Support Specialist as part of our 2nd Level team based in Vilnius. Our service desk provides best of breed, frontline support to our enterprise clients globally.

In Short

• Provide deep analysis of issues on a high availability secure transactional based system providing critical business services to our customers.
• Be an outstanding IT professional capable of log analysis, API troubleshooting, database querying and complex investigations.
• Act fast, with urgency and priority. Know when to follow the script and importantly, when not to.
• Actively seek to reduce the burden on Level 3 teams by identifying and bringing forward initiatives to increase Level 2 skills, knowledge and responsibilities.
• Collaborate with management, senior team members, Level 3 Support Teams, Duty Managers and 3rd Party Partners.
• Partner with technical teams and 3rd parties to effectively resolve issues fast.
• Accurately follow and contribute to procedures and processes defined in the internal knowledge base.
• Escalate urgent and business critical issues in a timely manner to the duty managers.
• Work with Zendesk ticketing tool, handling customers cases, ageing ticket coordination, reporting, statistics, daily activities.
• Be the hero of the day by supporting our clients and partners in the best possible way.
• Work 24/7 shifts.

Requirements

• 2+ years of experience working in a technical support or similar role at Level/Tier 2 or above.
• Experience supporting transaction based systems especially electronic payment flows, log analysis, major incident support, batch jobs, payment terminals, API, networking and databases.
• Ability to accurately and consistently follow support processes...importantly not be afraid to suggest optimisations and improvements to those processes.
• Experience in ticketing tools (Zendesk, Salesforce, Jira or Service Now is a plus).
• Highly ethical, professional and ambitious.
• Strong customer facing skills with the ability to communicate effectively with relevant stakeholders to understand and define requirements and customer needs.
• Prior experience in call center, financial industry, e-commerce, or technical environment.
• Fluent in spoken and written English essential.
• Ability to deal with high volumes of work in a multi-task environment.
• Strong analytical ability to coordinate and analyse complex cases.
• Ability to independently or together with team to analyse issues and report findings in structured and clear way.

Benefits

• A highly competitive salary (depending on relevant experience salary range is from 2700 Eur to 3300 Eur gross).
• Annual bonus program and regular awards and recognition for the best of the best.
• Health Insurance (includes all the essentials plus a fund towards your gym membership).
• Life Insurance.
• Mindletic Mental Health Gym Subscription.
• Office in the Old Town of Vilnius.
• Regular social events and celebrations.
• Monthly Phone Allowance.
• All the tools and equipment you need to do your job.
• Flexibility to mix being in the office with working remotely from your home.