L1 Support Specialist

Responsibilities

• Take active part in issue resolution of any complexity, severity or scale for company eCommerce websites;
• Be reliable, friendly and trustworthy frontline of the support/service desk;
• Respond and react to incoming issue requests;
• Assist and help users resolving their issues;
• Extract and collect issue details from users;
• Provide consultations and advices to users;
• Report any out-of-scope issues, that cannot be resolved;
• Take part in issue escalation and progress tracking;
• Gather and report issue occurrence and resolution statistics;
• Provide communication with external vendor;
• Concentrate on providing best value for users;
• Proactively Maintain support knowledge base;
• Must be willing to work in a shifting schedule, on 24/7 basis;

Requirements

• Around 1-2 years of experience as a L1 support specialist;
• Proficient user of Word, Excel, PowerPoint; 
• Understanding of Microsoft enterprise office and cloud solutions: Office 365, SharePoint, etc.;
• Basic knowledge in domain systems administration and configuration, Active Directory, Windows-related policies configuring;
• Basic knowledge of MS Windows, Linux
• Basic Understanding of E-commerce Platforms. Familiarity with common e-commerce platforms (e.g., Magento, Shopify, WooCommerce).
• Basic knowledge of website content management systems (CMS) for example WordPress.
• HTML/CSS. Basic understanding of HTML and CSS for troubleshooting website issues.
• Networking Basics. Understanding of basic networking concepts and troubleshooting internet connectivity issues.
• Database Basics. Basic knowledge of databases and SQL queries for investigating data-related issues.
• Experience with monitoring tools will be a plus (e.g. Zabbix, Prometheus, Grafana, ELK, Splunk, NewRelic, etc)
• Understanding of Incident and Problem management  principles and best-practices;
• Experience with using Service Desk and task management software: JIRA, confluence, ServiceNow etc.;
• Excellent communication and analytical skills;
• Multitasking and stress-resistance is a must;
• Good Korean and English level is required, both spoken and written;
• Empathy, psychology and trusted communication building skills are a plus.