Service Support Specialist

Breakwater Technology is a technology solutions company passionate about Customer tailored product development. From requirements definition and specification, software coding and development, to application support and maintenance; we can understand and assist with the entire product lifecycle. With a drive fuelled by curiosity, engagement, and an agile mindset, we strive to deliver the highest possible business output of every task and project.

We are looking for a
Service Support Specialist
to join our Service Delivery team. On a day-to-day basis, you will handle Service Requests, Incident and Bug reports in collaboration with Platform Engineers, Developers and Product Owners. You will play a vital part in the IT Operations team, coordinating internal changes and driving high customer satisfaction.

Your customers are support teams of our partners and their business/back office users, reporting their issues via online ticketing system.

NB Please note that this is not a Call Center opening. This role is on-site in Tallinn, Estonia. No relocation support or visa sponsorship is provided.

As a Service Support Specialist, you will:

• Handle incoming support issues, technical questions and investigations from first line customer support and business users in our ticketing system
• Proactively monitor production environments to identify performance issues
• Communicate with third-party providers and in-house teams in order to solve issues
• Communicate with our customers, ensuring clear understanding of ticket resolutions and change management processes.
• Be a part of the team with 24/7 support responsibilities

To be successful in this position you need to have:

• Experience in working with customer service and technical support of IT applications
• Excellent communication skills with the ability to take initiative and to drive incident resolution
• Great problem solving skills with proper attention to details and willingness to learn and adapt
• Ability to understand the business impact of technical issues
• Patience, good time management and teamwork skills
• Good written and spoken English skills

It would be beneficial if you have:

• Experience in gaming and/or payment industry
• Experience with using Atlassian JIRA, Confluence, Grafana
• Knowledge of IT Service Management processes

Why us?

• At Breakwater Technology you are not recruited to work for us, you are hired to work 'with' us this means we are fully invested in your professional growth and development and ensuring your work is engaging, fulfilling and fun
• In this dynamic and collaborative work environment, we foster a culture built on the pillars of honesty, where transparent communication is valued; growth, as we invest in the continuous development of our team members; respect, ensuring an inclusive and supportive atmosphere; and freedom, empowering individuals to contribute their unique perspectives and ideas
• Our working language is English and we work hard to create an inclusive environment, at BWT you never lunch alone (unless you really want to)
• We are a social bunch, whatever your sport or whatever your game, you will be sure to find someone to join you. We even compete as a team in different sporting events (and we like to win)
• Our benefits are industry leading and we value our employees offering competitive salaries and incentives
• Our modern office has a stunning view of Ülemiste lake and Tallinn Airport; and as if that was not enough, we have breakfast together once a week and you can always find fresh fruit and snacks in our kitchen

At Breakwater, we're passionate about creating an inclusive workplace for everyone, no matter their age, gender identity, race, sexual orientation, physical or mental ability, or ethnicity. Join us in creating a workplace where your contributions are recognized, and you can thrive as your true self.