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We are looking for a Support Specialist to join our geo-distributed team and provide end-user support to EPAM's clients. We support more than 20 clients worldwide across Healthcare, e-commerce, Retail, Travel, Technology, and other industries. Our team serves as a single point of contact for user requests and queries related to the applications and systems we support. As a Support Specialist, you will analyze, diagnose, and resolve tickets/incidents, ranging from straightforward questions to more complex technical issues, using ITIL best practices and a wide range of ticketing tools. The role also involves processing all types of service requests, communicating proactively with businesses, and updating the knowledge base.
- Log incoming tickets, sort them by category, perform initial assessment, and either resolve them directly or pass them along to higher-tier support when needed
- Manage incoming alerts, email correspondence, and phone inquiries as they arise
- Keep watch over application health status and provide support to maintain stable system performance
- Spot missing or outdated information within the Knowledge Base, flag it appropriately, and help keep content current
- Take part in supplementary support duties, including help with reporting, reviewing ticket quality, analyzing ticket trends, joining process improvement discussions, and attending team meetings
- Communicate with end users to gather additional details needed to accurately diagnose reported problems
- Keep stakeholders informed on the status of open requests and expected resolution timelines
- Follow documented procedures to ensure consistent handling of recurring issue types
- Recognize patterns in recurring problems and bring them to the attention of relevant teams
- Help onboard new team members by sharing insights on tools, processes, and support workflows
- A minimum of two years of relevant professional work experience
- Fluent command of English at a B2 level or higher, with strong verbal and written communication skills along with polished phone etiquette
- Well-developed analytical and research capabilities, paired with a proactive mindset toward tasks and challenges
- Comfortable working within a team setting, demonstrating a strong sense of ownership, resilience under pressure, and flexibility when circumstances shift
- Intermediate or more advanced familiarity with MS Windows and the Office Suite
- Willingness to work flexible schedules, including weekends, holidays, and early or late shifts, as well as a hybrid arrangement involving two days in-office where applicable
- Prior background in either customer service or technical support roles
- Familiarity with ITIL principles and practices
- General awareness of networking fundamentals, cloud platform concepts, and hands-on experience using ITSM tools