Support Specialist

Velvetech is in the TOP 5 development companies in Illinois, USA. Our team creates robust software solutions to deliver maximum value to our international clients.

- Support Ticket Management - Respond to support tickets as per SLA: within 8 hours for a first generic response and within 2 days for resolution - Manage tickets following the defined protocols - Utilize the support ticket knowledge base to effectively guide clients through ticket resolution - Engage in AI Contact Center feature specification and requirements activities when support tasks are minimal - Get on a call with clients for troubleshooting - Work under the mentorship of current product BAs to develop BA skills - Work under the mentorship of current CSMs to develop customer success manager skills

- Support Skills - Proficiency in English (upper-intermediate or advanced level is preferred; a certificate is advantageous) - Experience working in support teams - Availability from 9am to 6pm EST to actively support clients - Availability for rare calls outside core hours (onboarding or urgent alignment) - The candidate is expected to work during weekdays (Mon-Fri) - Business Analysis Qualifications - Bachelor’s or Master’s degree - Good knowledge of business analysis methodologies and ability to apply them appropriately - Ability to define the best business solution among available options - Strong communication skills to effectively engage with clients and stakeholders - Natural analytical thinking and capacity to explain complex concepts to non-technical users - Excellent planning, organizational, and time management skills

- Flexible working conditions and a cooperative environment - Competitive salary - Many challenging and exciting projects with new opportunities and learning - Growth opportunities, skills and competencies improvement, and professional certification - In-company training (English, Software / DevOps / Project management / Design / Business)

Velvetech is a software development company offering services such as technical product delivery, generative AI/ML, and data engineering. They focus on B2B markets, hiring for roles like Demand Generation Manager to drive growth through strategic campaigns and lead nurturing.[1][4][7]