SERVICE SUPPORT SPECIALIST

  • Full-time
  • Latvia

SUN FINANCE COMPANY

We know you’ve always wanted to be part of a team that is behind the wheel of setting global trends, not following them. A team that is led by seasoned professionals who not only look after their business but also take good care of their colleagues. A team in which every piece of the puzzle matters. A team, that is capable of accomplishing great things like hitting the top of Europe’s fastest growing fintech ranking for two years in a row.


With us, you’ll discover that no mountain is too high if you have the right mindset and colleagues to support you. Join Sun Finance!


IT TEAM

IT team consists of 80+ professionals across 8 different teams, working with 10+ products. They are cross-functional, self-sufficient, and highly autonomous teams led by supporting and inspirational leaders. You will work in a full-stack team with colleagues like Service support specialists, QAs, Back-End, Front-End, Products owner, and Team lead. Our stable processes will allow you to focus on your tasks and receive as much support as you need. We have varieties of different tasks (bug fixes, refactoring, different integrations, packages, and services creation and much more). 

JOB MISSION

The service support team is providing second-line support for our customers to ensure that clients are satisfied with products, services and features. Our main goal is to deliver excellent customer service and resolve most of the incoming incidents and service requests, involving development team only in extraordinary cases.

OUTCOMES

  • Taking ownership of the product-related issues and seeing problems through to resolution
  • Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
  • Following standard procedures for proper escalation of unresolved issues to the development teams
  • Identify and suggest possible improvements to existing procedures and create new ones
  • Incident categorization, prioritization, resolution, or escalation
  • Daily cooperation with the development team

Requirements

  • 1+ year experience in Service Desk or IT Support team
  • A clear understanding of the Incident management process
  • Ability to diagnose and resolve basic technical issues
  • SQL knowledge
  • Attention to detail & willingness to work in a dynamic environment
  • Fluent in spoken and written English
  • Good communication and teamwork skills
  • QA experience will be considered an advantage

Benefits

  • Hybrid work arrangements allowing to combine work from home and office
  • Flexible working hours start as late as 10 am
  • Health insurance
  • Well-being activities, surprises, and birthday gifts (sporty challenges, mini competitions with prizes)
  • Supporting self-driven learning (i.e., paid conference fees, relevant Udemy courses etc)
  • Receive bonuses for long-term cooperation like extra holidays, etc.
  • Free coffee & soft drinks to fuel those tough mornings
  • Variety of snacks and soups at the kitchen
  • Enjoy the private gym
  • Learn and grow in a company of over 10 nationalities
  • No suits! Unless it's Carnival or Halloween
  • Salary range 1300-1500 EUR gross depending on work experience and skills