Lvivity

Incident Manager, Customer Support

Lvivity

contract

Posted on:

Location Type: Remote

Location: Ukraine

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Entry Level

Tech Stack

DNS

About the role

  • Owning all incidents throughout the lifecycle
  • Classification and prioritization of reported Incidents
  • Ensure that Incidents are handled in time and SLAs are respected
  • Ensure that the Incident handling Engineers are informed and aware of the incident
  • Ensure that all stakeholders are updated about the actual state on a regular base
  • Escalate incidents if required to the next level
  • Ensuring that incident management process follows the defined standards and procedures
  • Writing Incident handling Documentation and making sure it is up to date and complete
  • Provide technical support to customers via phone/email/chat relating to Domains/DNS/Registry/Transfers/Migrations in English
  • Ensure KPI’s and SLA’s are met during your shift
  • Escalate complex issues to Level 2 support
  • Process requests on behalf of our customers to activate, update, and make changes as requested by the customer
  • Provide administrative support to enable customers to activate and use their products
  • Work through email support tickets and/or live chat
  • Ensure that customer satisfaction is consistently maintained through a timely and complete response to inquiries/calls
  • Provide invoices/receipts for the services supplied to the customers, including currency conversion
  • Ensure all activities comply with global compliance requirements, legal requirements, ethical standards and Company policies and procedures

Requirements

  • Good English communication skills, with experience interacting with all levels of management both within Company and Customer organizations
  • Strong interpersonal and teamwork skills
  • Organized, detail-oriented and able to multi-task.
  • Industry Knowledge - Domains, DNS, Registry, Transfers, Migrations
  • Fluent English language skills both written and verbal
  • Very good understanding of Incident Management, Problem Management and Change Management processes.
  • Experience working with monitoring tools, technologies and methodologies.
Benefits
  • Take responsibility for the security of the information you will be handling
  • Be prepared to undergo additional security awareness training
  • Be made aware of the disciplinary procedures for security breaches
  • Adhere to the information security procedures in accordance with requirements of our published policies and procedures

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Incident ManagementProblem ManagementChange ManagementTechnical SupportDocumentation WritingKPI ManagementSLA Management
Soft skills
Communication SkillsInterpersonal SkillsTeamworkOrganizational SkillsDetail-orientedMulti-taskingCustomer Satisfaction