B2B Support Specialist (Night Shift)
SoftConstruct is seeking a B2B Support Specialist to join the team for the night shift. The role involves managing partner inquiries and ensuring high-quality support within a fast-paced IT environment.
The successful candidate will be responsible for maintaining clear communication with partners and internal teams to resolve technical or service-related issues. This position requires a professional approach to problem-solving and a commitment to maintaining accurate records of all interactions.
- Provide timely and accurate responses to partner inquiries through internal communication channels.
- Maintain detailed records of partner interactions and follow up until resolution is achieved to ensure a seamless partner experience.
- Communicate effectively with internal teams to diagnose, investigate, and resolve reported issues.
- Adhere strictly to internal B2B support processes and workflows based on case type and internal directives.
- Prioritize support tickets based on urgency and impact, ensuring critical issues are addressed promptly.
- Escalate complicated or unresolved issues to person in charge as necessary.
- Handle partners information with the highest level of confidentiality and professionalism.
- Stay up-to-date with industry trends, news, and events.
- Carry out other duties assigned by the immediate supervisor that align with the job description and comply with the labor code.
- Bachelor’s degree in Business Administration or any related field. (required)
- Proven experience in B2B customer or technical support in IT industry. (preferred)
- At least 1 year of working experience in customer service, B2B support or technical support role in the IT industry. (required)
- Strong written and verbal communication skills in English and Russian languages. (required)
- Strong problem-solving skills and a proactive approach to issue resolution. (required)
- Ability to work under pressure in a fast-paced environment. (required)
- Strong organizational skills and attention to detail. (required)
- Team player mindset with the ability to collaborate effectively with cross-functional teams. (required)
- Accountable, reliable and professional approach working with b2b clients/teams. (required)
- Openness to continuous learning and adapting to new process improvements. (required)
- Working hours: 1:00AM-9:00AM. (required)
SoftConstruct is a technology developer founded by the Badalyan brothers in 2010, working across a range of IT sectors. The company originated several market-leading brands, including BetConstruct, FeedConstruct, SpringBME, Ucraft, Fasttoken and FastShift, which together make up the wider SoftConstruct group. Its best-known product, BetConstruct, supplies online gaming and sports betting software and services to operators worldwide. SoftConstruct employs over 5,000 people across more than 10 trademarks and numerous offices, and is headquartered in Yerevan, Armenia.