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Overview
Join our team as a Technical Support L1 in Prague, providing first-line technical assistance and troubleshooting for users in the iGaming sector. Act as the initial point of contact for users by providing first-line technical support, responding to basic requests, and filtering out inquiries not related to technical issues. Troubleshoot common issues, including product setup, basic technical troubleshooting, password resets, and other standard user problems. Monitor systems and services, identify irregularities or performance issues, and log incidents when anomalies are detected. Provide general assistance to users, answering common questions, helping them navigate services, and guiding them through available documentation. Escalate complex or critical issues to the L1 Team Lead, L2/L3 support teams, or infrastructure engineers when deeper technical investigation is required. Document recurring issues and solutions by collecting and sharing information to update the internal knowledge base and improve support processes.
What you'll do
- ā¢Act as the initial point of contact for users by providing first-line technical support.
- ā¢Respond to basic requests and filter out inquiries not related to technical issues.
- ā¢Troubleshoot common issues, including product setup and password resets.
- ā¢Monitor systems and services, identify irregularities, and log incidents.
- ā¢Provide general assistance to users and guide them through available documentation.
- ā¢Escalate complex issues to the L1 Team Lead or L2/L3 support teams.
- ā¢Document recurring issues and solutions to improve support processes.
Conditions
- ā¢25 vacation days and 5 family days yearly.
- ā¢Flexible start to the workday.
- ā¢Support from a professional corporate coach and psychologist.
- ā¢Regular internal and external activities, workshops, trips, and corporate events.
- ā¢Access to our internal knowledge base, meetups, and team-building activities.
- ā¢Ongoing training in new technologies and continuous professional development support.