Support Specialist

GP Solutions is looking for a Support Specialist (GP Travel Enterprise)

Working hours: 9:00–18:00
Please note: the schedule changes slightly. The role mainly follows Belarus time zone, with occasional night shifts to cover Australian time zones — these would only be arranged by mutual agreement.

Project: GP Travel Enterprise is a cloud-based tour operator solution designed for travel service suppliers, online payment service providers and businesses in the hospitality industry. The platform includes accommodation booking, a central reservation system, payment processing, itinerary creation and more.

A Strong Candidate Will Have:

• 1+ year of experience in Technical/Application/Customer Support, preferably in a technical environment;
• Good written English (B1/B1+); calls are occasional, the role is mostly written communication;
• Strong problem-solving and analytical skills;
• High attention to detail and accuracy;
• Ability to work independently and manage own workload;
• Ability to communicate clearly and professionally with clients and internal teams.

Will Be a Plus:

• Basic knowledge of SQL (ability to write simple queries);
• Knowledge of Jira Service Desk;
• Experience with API basics, MySQL, JS understanding;
• Completed QA courses or equivalent practical experience;
• Experience in the travel or software-related industries;
• Experience in software implementation or customer success.

Soft Skills:

• Responsibility, proactivity, stress tolerance;
• Ability to handle customer frustration and remain calm under pressure;
• Positive mindset and customer-oriented approach;
• Empathy toward end-users and ability to understand their needs;
• Ownership of tasks and ability to prioritize effectively.

Your Responsibilities Will Include:

• Managing daily user request queues through incoming support tickets;
• Processing support tickets and collaborating with internal teams to resolve operational or functional issues;
• Troubleshooting issues related to system functionality, integrations, configuration or user flows;
• Reproducing issues, logging findings and maintaining accurate documentation in JIRA;
• Escalating complex or unresolved issues to the development team when needed;
• Monitoring logs and performing initial technical investigation;
• Providing guidance to customers on system usage and configuration;
• Coordinating system updates, deployments and configuration changes on customer test and production environments;
• Performing smoke checks after hotfixes, releases or configuration updates;
• Conducting system testing and validation when workload permits.

Hiring process (online) includes:

• Test task
• HR Interview (1h, online Russian/English)
• Technical Interview
• Interview with CTO
• Job offer

As required by Belarus legislation, a link to the government employment service portal: https://gsz.gov.by/registration/employer/vacancy/create-future/2278/detail-public/