Technical Support Specialist Level 2

There is a future where managing your money is as easy as texting a friend. We are passionate about fintech and dream of creating a better world with Rilla.

Rilla is the new age of personal finance management platform which provides unprecedented levels of seamless banking experience to everyone, anywhere and anytime. Together we will learn, change, develop and become better every day.

We are looking for a highly motivated Technical Support Specialist Level 2 that has the curiosity, passion, and collaborative spirit to move forward with us. Rilla’s goal is to create a future where people are free to manage their money smoothly and in a friendly environment.

Responsibilities:

  • Handling service requests and incidents (analyzing logs, errors handling, finding resolutions or workarounds within the specified SLAs).
  • Answering how-to questions, reproducing and trouble-shooting defects, analyzing performance issues.
  • Collaborate on cross-team and cross-product technical issues.
  • Interact with subject matter experts, escalation managers, and third-party representatives.
  • Identifying problems, researching answers, and delivering a temporary or permanent solution.
  • Assisting to and finding solutions for customers with a wide range of IT issues.
  • Monitor and maintain computer systems and networks.
  • Providing technical and application support for company employees.
  • Maintain system documentation.
  • Install and configure computer hardware operating systems and applications.
  • Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
  • Keeping a record of issues and faults along with solutions, for future reference.
  • Support the roll-out of new applications.
  • Set up new users’ accounts and profiles and deal with password issues.
  • Setting up and installing new computers, networks, and software.
  • Setting up user accounts and profiles on the network.
  • Maintaining inventories of hardware and software.
  • Managing backups of servers, in case of data loss.
  • Due to the nature of the work, you may be expected to work shifts or be on call and it may be necessary to work extra hours to finish a job.

Required Professional and Technical Expertise:

  • Prior customer service and technical application support experience.
  • Service Level management, Service Continuity and Security management knowledge.
  • Passion for technology and life-long learning.
  • Work experience with Atlassian Products (Jira, Confluence) and MS Office 2013+.
  • Logic thinking, problem-solving, and troubleshooting skills.
  • Great interpersonal skills and customer service orientation.
  • Attention to detail and ability to prioritize.
  • Prioritize and manage many open cases at one time.
  • Listening and questioning skills.
  • A strong customer focus.

Considered as an advantage:

  • Proven knowledge of working with Azure Cloud.
  • ITIL certification or Incident/Problem/Change management proven knowledge.
  • Extensive experience with database technologies (MySQL, MS SQL, PostgreSQL).

Education:

  • Relevant University degree, ideally in Information Technology or Computer Science.

Language skills:

  • Excellent English skills (written and verbal).

What can we offer you?

  • A challenging team including the best professionals in their field.
  • Unique opportunity to develop a top-notched fintech product.
  • Friendly and transparent working environment with a startup spirit around.
  • Additional health insurance.
  • 24/7 access to e-learning platforms.
  • Option for Multisport card at a discounted price.
  • Competitive salary based on personal and team achievements.
  • Smart mobile phone and sponsored mobile plan.
  • Regular team buildings and celebrations.

Rilla is a mobile application by April Finance. We are part of Management Financial Group (MFG) – one of the largest financial holdings in Central and Eastern Europe operating in non-banking consumer and small business crediting with more than 8300 employees and consultants in over 450 offices in Bulgaria, Ukraine, Romania, Poland, and North Macedonia.

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