Technical Support Specialist (Level 1)

Objective: Providing quality support to clients Ensuring stability of client product image stability Measured by: Response time Customer and CSM satisfaction Support participation (participation in at least 20% of all incoming requests) Image processing stability, suggestions for improvements

KEY SUCCESS INDICATORS: Median first response time and overall median response time on Intercom under 5 minutes Customer satisfaction on Intercom over 90% CSM satisfaction on Jira higher than 4/5 Participation in at least 20% of all incoming requests Number of failed image processing requests lower than 1M in 24 hours

KEY RESPONSIBILITY AREAS: Client direct support on Intercom Internal support on Jira and Slack channel product-support Image processing stability

Must-haves:: Communication skills Patience & empathy Basic SQL ● Fluent English - both written and verbal Knowledge of APIs (FB GraphAPI, GA API) Advanced Logs understanding (Graylog) Deep understanding of image processing in Meta and in ROI Hunter Browser development tools

Should-haves:: Hands on AI Experience Marketing strategies Technical writing skills