Engineering/

Technical Support specialist - CRM

For 13 years, we have been creating a unique service and doing everything to make travel planning easy and trips comfortable.

Job Responsibilities

 

  • Receiving, processing and responding to incoming calls related to the CRM system (in-house developed by the company) from internal users;
  • Control over the state of the system (we use Grafana and Sentry);
  • Investigation of non-standard issues and incidents;
  • Analysis of technical faults, their localization fixing and if necessary escalation to the development team;
  • Active participation in the system improvement process;
  • Functional manual testing of the product;
  • Updating and filling the knowledge base, writing instructions;
  • Analyzing incoming requests.

Key Qualifications

  • Experience in user support teams (preferably in a product team);
  • Ability to work with a large number of information sources;
  • Basic understanding of Frontend, Backend, API, Post/Get, XML/JSON, SQL;
  • As a plus: experience with Grafana/Kibana/Gitlab, experience in writing technical documentation or instructions, experience with crm products.

We Offer You

  • 10-19 Moscow time work schedule;
  • Each person in our team is encouraged to choose their preferred work format. You can work fully remotely, come to the office, or choose a hybrid work model;

  • We are an ambitious and supportive team who love what they do, appreciate each other, and grow together;

  • The growth and development of each employee is our priority, so we have internal programs available for adaptation and training, development of soft skills and leadership abilities that are tailored individually to each employee;

  • We also provide partial compensation for employees participating in external training and conferences;

  • In tourism, it's difficult to grow without an excellent knowledge of English, and we support our employees' language learning goals — we organize group and individual lessons, plus speaking clubs with colleagues from all over the world;

  • And, of course, to encourage you to travel more, we offer corporate prices on hotels and other travel services;

  • We prioritize well-being and are committed to supporting the overall health and work-life balance at ETG. As part of this commitment, we provide MyTime Day Off - an extra day off that is designed to give our employees the flexibility to focus on important matters, whether it’s taking care of their health, mental recharge, addressing personal issues, or any other important activities.

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