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Ad title:
B2B Tech Support Specialist
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| Provided By:
Esoterica
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Published: 18 November
/ Deadline: 18 December
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Esoterica is looking for B2B Tech Support Specialist
Location: Tbilisi, Georgia
Employment Type: Full-Time, shift-based schedule including night shifts.
Overview:
We are looking for a detail-oriented and technically proficient B2B Tech Support Specialist to join our growing support team. This role is essential in ensuring our B2B partners receive timely, accurate, and professional assistance with technical issues. You`ll be the frontline of our partner`s support operations, helping resolve issues, improve satisfaction, and contribute to the overall efficiency of our support processes.
Key Responsibilities:
** Respond to technical inquiries and troubleshooting issues reported by B2B partners.
** Provide clear, concise, and timely updates on issue status and resolution steps.
** Collaborate with internal teams (Product, Engineering, QA) to escalate and resolve complex problems.
** Follow established support workflows and standard operating procedures.
** Identify recurring issues and suggest improvements to processes or documentation.
** Maintain accurate records of support interactions and resolutions.
** Serve as a reliable point of contact for assigned B2B partners.
** Build trust through consistent, professional, and empathetic communication.
** Ensure partner satisfaction by delivering high-quality support experiences.
** Work closely with other support specialists and the team leader to share knowledge and best practices.
Qualifications:
** Bachelor`s degree in computer science, Information Technology, or related field preferred.
** Equivalent experience in technical support may be considered.
** 1+ year in technical support, preferably in the gaming or software industry.
** Experience supporting B2B clients or partners is a strong plus.
Skills"
** A good understanding of troubleshooting techniques and support workflows, with willingness to learn and adapt.
** Clear and effective communication - both in writing and in conversation.
** Ability to stay organized and handle several tasks at once, especially in dynamic environments.
** Familiarity with support ticketing systems and CRM tools, or willingness to get comfortable with them.
Technical Skills:
** Basic familiarity with Windows, Linux, and macOS operating systems and basic system administration.
** Basic understanding of core networking concepts such as (TCP/IP, DNS, HTTP/HTTPS, VPN, firewalls).
** Awareness of system monitoring practices like checking logs, tracking performances, and setting up alerts.
** Understanding of how applications function, APIs, and databases (basic SQL queries, connectivity troubleshooting).
** Experience using ticketing systems and remote support tools.
** A logical and methodical approach to troubleshooting and problem resolving.
Preferred Tools & Technologies:
** Monitoring tools like: Prometheus, Grafana, Loki
** Ticketing system: Jira.
** Collaboration tools: Microsoft Teams and Confluence.
** Basic understanding of relational databases (PostgreSQL)
** Familiarity with version control systems like Git.
Please send your CV to the following email address: mtskhoidze@esoterica.games
We appreciate your interest in career opportunities with LLC Esoterica Games. Protecting your privacy is very important to us. All personal data is processed in accordance with the Law of Georgia on Personal Data Protection. Your information will remain confidential and will be used exclusively to evaluate your suitability for employment. Data may be retained for up to two years and is stored securely in compliance with applicable data protection requirements.
Thank you once again for considering the future with us.
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