IT Product Support Specialist

About GSM Kazakhstan

GSM Kazakhstan is a member of Green and Smart Mobility (GSM), a pioneering technology-driven transportation company committed to promoting sustainable mobility solutions. As part of a rapidly growing international ecosystem, GSM Kazakhstan delivers customer-centric transportation services, leveraging innovative technologies to enhance service quality and operational excellence.

Role Purpose:

The IT Product Support is responsible for providing day-to-day support for digital products, ride-hailing platforms, and internal operational tools in the local market. This role works closely with local users, Operations, Product, and Technology teams to troubleshoot product issues, support feature implementation, and ensure smooth product performance.

Key Responsibilities:

Product Support & Troubleshooting

• Provide day-to-day support for digital products, ride-hailing platforms, and internal operational tools.
• Investigate and troubleshoot product issues reported by drivers, customers, and internal users.
• Identify, document, and escalate technical or product-related issues to Product and Engineering teams.
• Follow up on issue resolution and ensure timely communication with relevant stakeholders.

Product Implementation & Testing

• Support product and feature rollouts in the local market.
• Conduct user acceptance testing (UAT), feature testing, and basic validation before and after product releases.
• Coordinate with local Operations and Product teams to ensure successful implementation of new features and system changes.
• Collect and consolidate user feedback to support product improvements.

User & Operational Support

• Support local teams in using digital products, systems, and operational tools.
• Provide guidance on product features, workflows, and system-related issues.
• Identify recurring user or operational issues and recommend improvements to enhance product usability and efficiency.

Incident & Issue Management

• Monitor and track product incidents affecting drivers, customers, or internal users.
• Coordinate with Product, Engineering, and Technology teams to resolve incidents and perform root-cause analysis.
• Maintain issue logs and follow up on outstanding product-related cases and escalations.
• Prepare basic reports on product issues, incidents, and support performance.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related fields.
• 2 years of experience in IT support, product support, application support, product operations, or digital platform support.
• Experience supporting technology products, ride-hailing platforms, mobile applications, or digital services is preferred.
• Strong troubleshooting, analytical, and problem-solving skills.
• Good communication and stakeholder management skills.

Key Competencies:

• IT & Product Support
• Troubleshooting & Issue Resolution
• Product Testing & Implementation
• Incident Management
• User Support & Problem Solving
• Cross-functional Coordination
• Analytical Thinking
• Communication & Stakeholder Management

Note:

+ Due to the high volume of applications received, only shortlisted candidates will be contacted for the next stage of the recruitment process.

+ We sincerely appreciate your interest in GSM Kazakhstan and thank all applicants for your time and consideration. We encourage you to apply for future opportunities that match your qualifications and career aspirations.

+ All applications and personal information submitted will be treated with strict confidentiality and handled in accordance with applicable data privacy regulations.