Executive & Administrative Assistant, IT
Raiffeisen Bank Ukraine
Job Level
Junior
About the role
- Act as the first point of contact for clients, resolving basic issues and escalating complex problems
- Continuously monitor key system events in real-time to track system health, uptime and alerts
- Perform hourly monitoring of payment transactions and document findings for reporting and process improvement
- Liaise with the L2 team on escalated issues, providing detailed incident reports for handover
- Oversee and manage service requests, ensuring timely and effective responses
- Track progress and update stakeholders on the status of their requests
- Support higher-level support teams and contribute to improving overall customer satisfaction
- Work in 24x7 rotational shifts as required
Requirements
- Hands-on experience of 1 year up to 2 years in customer service
- Bachelor's degree in IT or a relevant field
- Basic knowledge of payment systems
- Good logical and analytical skills
- Experience working with MS-Office, particularly Excel
- ITIL V3/V4 certification would be a plus
- Excellent communication and relationship-building skills
- Willing to work in a 24x7 rotational shift
- Able to thrive in a ‘remote first’ arrangement with a distributed organization
