Специалист технической поддержки / 1st Line Support Manager

We are a product-driven SaaS company with development offices across Europe and business hubs in Austria and the United Kingdom, and our headquarters in Switzerland.

Our core focus is the development of both software and hardware. We have two main products on the market. The Kate 2 Tabletop ordering solution for casual dining chains and our larger formfactor self service kiosks aimed at the QSR market.

We’re currently expanding our team and looking for a 1st Line Support Manager to join us for day shifts (10:00 to 22:00 CET).

Responsibilities

• Build and maintain strong relationships with KateMedia customers
• Assist customers in resolving technical and operational issues
• Handle incoming requests and escalate tasks to higher-level support teams
• Provide technical support and manage content-related tasks
• Participate in testing company products and services
• Maintain accurate documentation and reporting

Requirements

• English proficiency at Upper-Intermediate level or higher
• Second language will be plus
• Clear communication skills and customer service experience
• Ability to work with email, chat services, and task tracking tools
• Strong interpersonal skills, attention to detail, and organizational abilities
• Analytical thinking and problem-solving mindset
• Goal-oriented, team player with a proactive attitude
• Confident PC user; basic understanding of communication systems and software is a plus
• Knowledge of Russian language is a plus.

What We Offer

• Fully remote work
• Opportunity to contribute to large-scale projects across various regions
• Hands-on experience in the IT industry
• Career and professional growth within a team of experts