Technical Support Specialist for Users in Transport Team

2GIS is hiring a Technical Support Specialist for the Transport team. Work remotely from any city in Russia, schedule 2/2 with flexible start. Requires 2+ years of technical support experience.

2GIS helps people live in the city — find places, goods, and services, build routes and plan trips, pay for travel, parking, and refueling, saving time, money, and effort. Our audience is 80 million users in over 390 cities in Russia and other countries. We love our product and users and get sad if the response wait is too long. We need a person who can quickly and efficiently help users in transport scenarios, understand causes, bring cases to results, and extract ideas from requests that will make the product better, users happier, and support work more efficient. Responsibilities: - Consult and help users of 2GIS products with transport scenarios (consultations are written, no calls). - Participate in analysis and diagnosis of user problems: collect missing inputs, test hypotheses, record a clear outcome for the case. - Work with requests and tickets: maintain current status, bring to resolution or transfer to the right team with full information. - Communicate with developers, product managers, and QA team: formulate the problem so it can be reproduced and fixed. - Help improve support: notice frequent topics, suggest improvements (labels, templates, instructions) and bring them to result.

We expect from you: - Experience in technical support (ticket systems, diagnostics, escalations) from 2 years. - Ability to express thoughts competently (orally and in writing). - Ability to structure information and think logically. - Developed communication skills: ability to negotiate, show empathy in communications with both users and colleagues. - Accuracy and attention to detail, willingness to investigate technical problems and their causes. - Focus on team results and readiness to take responsibility for your cases (deadlines, agreements, risk warning). - Ability to work with large knowledge bases, independently find and apply information. - Desire to develop and learn new things. Nice to have: - Experience with requests on technical problems with log investigation. - Experience with ticket systems HelpDeskEddy, Usedesk, Zendesk. - Confident work with MS Office and spreadsheets. - Active experience using 2GIS products and interest in transport/maps/data.

Why we are cool: - 2GIS is an accredited IT company. - Can work remotely from any city in Russia, schedule 2/2 with flexible start of the day. - If you want to work in hybrid or office format, we have cool offices in Moscow, Saint Petersburg, and Novosibirsk. - We care about health: VHI, online consultations (therapist, neurologist, psychologist) and medical agent. - Employees are provided with a free SberPrime subscription, benefits, bonuses, and corporate discounts from company partners. - We have our own training center: courses, trainings, and books for skill development. - We try to regularly organize team buildings. We believe that good relationships are the key to productive work. Join us! We will create cool support for our users!