First Line Support team member

Suntech Innovation is a product R&D company that creates solutions for the dynamic iGaming ecosystem. Our mission is to build cutting-edge platforms that help reinvent the iGaming industry. We are currently looking for a First Line Support team member. This person is expected to provide outstanding support for clients and be responsible for successful platform operation. Requirements: English: Intermediate or higher Excellent PC skills and confidence in working with different tools and systems Ability to prioritize and manage multiple tasks when needed Ability to make decisions within established processes and explain the reasoning behind them Knowledge of SQL/DevTools/API/Jira will be an advantage Ability to work part-time shifts: 3 × 8-hour shifts per week (24 hours/week, approximately 96–108 hours/month), covering 7am–3pm, 3pm–11pm, or 11pm–7am, with the option to swap shifts with teammates when needed. Ready to hire a student (If you are studying in IT major this would be an advantage) Responsibilities: Receive and manage support requests through internal communication channels and ticketing systems (Slack, Teams, Telegram, Jira Service Desk). No cold calls Diagnose and troubleshoot technical issues Ask customers targeted questions to quickly understand the root of the problem and gather additional details for higher levels of support Monitor issues through to resolution, within agreed time limits (SLA) Properly escalate issues unresolved by 1st line to appropriate in