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User Support Specialist

Latvia, Riga

IT

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We are looking for a User Support Specialist to join our IT team and help support and investigate issues within our CRM ecosystem used by travel agents.
This role goes beyond traditional application support. You will work in a complex environment of 25 integrated systems, investigating issues, analyzing system behavior, and helping teams identify root causes.
The role combines technical support, systems analysis, and QA, requiring curiosity, analytical thinking, and strong problem-solving skills.
You will work closely with business stakeholders, developers, and system administrators to ensure incidents are investigated and resolved efficiently.

Responsibilities

  • 1+ years of experience in IT, such as application support, QA/testing, or system troubleshooting.
  • Experience working with application support or complex systems.
  • Practical understanding of quality assurance or testing approaches.
  • Ability to analyze issues, investigate logs, and identify patterns.
  • Experience working with Jira or similar task/incident tracking tools.
  • Good written and spoken English.
  • Strong analytical thinking and problem-solving skills.
  • Good communication skills and ability to collaborate with technical and non-technical teams.
  • Ability to learn new systems and understand complex workflows.
  • Ability to work on shifts: 10:00 – 18:30 and 17:00 – 01:30.

Requirements

  • Investigate and troubleshoot issues within the CRM system and related integrated platforms.
  • Analyze logs and system behavior to identify the root cause of incidents.
  • Manage and prioritize tasks and incidents in Jira.
  • Work with business stakeholders to clarify issues and system behavior.
  • Collaborate with development teams and system administrators to resolve technical problems.
  • Reproduce issues and assist teams in debugging and investigation.
  • Create and maintain documentation, such as troubleshooting guides and test scenarios.
  • Escalate complex incidents and coordinate resolution across multiple systems.
  • Support CRM workflows and related integrations, including VoIP telephony.

Compensation

The compensation for this position starts from 1,800 EUR gross per month, depending on the applicant’s professional experience in the relevant field.

 

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    User Support Specialist

    Latvia, Riga

    IT

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