Technical Support Specialist

We are looking for a Technical Support Specialist for an online programming school. The role involves managing tickets, ensuring timely responses, and maintaining communication with clients.

### Responsibilities - Work with tickets in the omnidesk system from related teams regarding service setup / checking students' technical equipment. - Adhere to SLA: respond to standard tickets within 24 hours, priority tickets within 30 minutes. - Manage reopens: set deadlines correctly, notify clients of any changes in contact dates. - Conduct outgoing communications: call clients, offer alternative communication channels when telephony is unavailable. - Maintain detailed notes on ticket work (request essence, actions, results, date). - Transfer to related departments and CS: create child tickets with correct descriptions and document in the main ticket. - Escalate non-standard requests if necessary. - Work with an existing knowledge base.

### Requirements - Attention to detail and adherence to agreements with clients. - Ability to multitask with several tickets simultaneously. - Communicates clearly and politely — without dry responses and stop-words. - Accurately documents every step of the work. - Results-oriented: brings client issues to confirmed closure.

### Conditions - Fixed salary: 20,000 rubles + KPI based on the number of resolved client requests. - Average total income approximately from 40,000 rubles.

Codingal provides accredited online coding classes for kids and teens in grades 1-12, offering live video lessons in Scratch Programming, Python, AI and Machine Learning, App Development, Web Development, Game Development, Data Science, and more for ages 5-17. The platform emphasizes engaging, rewarding learning with certificates, badges, and leaderboards. Founded by edtech entrepreneurs, IIT graduates, and alumni from Google and Amazon, it is backed by investors like Y Combinator and Rebright Partners.