Service Operations Analyst

TL;DR

Service Operations Analyst: Managing the process of identifying the underlying root cause of highly technical and complex issues, communicating between business and technology teams, and post-processing issues within a cross-functional team with an accent on providing solid support with high satisfaction and technical expertise. Focus on managing incoming inquiries, determining prioritization within SLA, and documenting resolutions for future reference.

Location: Onsite in Kyiv, Vinnytsia, or Dnipro, Ukraine.

Company

hirify.global is a publicly traded industry leader in interactive entertainment, delivering immersive mobile game experiences globally using AI and machine learning.

What you will do

• Be a member of an L2/L3 tech support team.
• Manage the process of identifying root causes for highly technical and complex issues.
• Communicate between hirify.global's business and technology teams.
• Work in post-processing issues within a cross-functional team.
• Manage incoming inquiry queues, prioritize, and address them appropriately within SLA.
• Document resolutions for future reference.

Requirements

• Bachelor’s degree in Computer Science or relevant engineering/science fields.
• 2+ years of experience in L2, L3 support, BA, or BI.
• English level: B2 (Upper-Intermediate).
• Experience with writing SQL queries and MS Excel formulas.
• Troubleshooting and problem-solving skills.
• Excellent communication and strong relationship-building skills.

Culture & Benefits

• Annual company bonus.
• Competitive salary & flexible working hours.
• Daily breakfast, lunch, and office refreshments.
• Private health insurance, dental coverage, and psychological counseling.
• 20 paid vacation days, 5 sick days, 6 long weekends, and 1 day off for your birthday.
• Access to a technical library, educational platform, and career development opportunities.
• Corporate celebrations, team-building events, and fun activities.
• Personal care services in the office (nails, eyebrows, and barber).