ZenDesk – the main working tool of the Technical support specialist. Know and be able to use it (use dashboards, create and assign tickets, set the correct free fields, change ticket assignees, reply to clients, etc.);

Confluence – the main platform for storing internal information about the products, solutions and company itself; Know what information can be found here. Get access to it. Have a deep knowledge of what information can be found in Operations space (How to articles, Work instructions, Work schedule). Understand that information in here is confidential and external clients could get it only with additional confirmation from a responsible person (sales manager and/or your direct manager;
​Note: some information in Confluence may not be up-to-date, therefore in case of doubt, consult with more experienced colleagues.

ERP – the main platform for employee-related questions (salaries, legal leaves, holidays), registering repairs for UVS/OFT and clients’ payment-related tasks. The necessary access level shall be provided by the direct manager.

SageHR – a platform for HR-related questions (KPIs, feedbacks, personal details, etc.)

JIRA – the main working tool for RnD teams (developers’, product owners, etc.). Most commonly used to register tasks/issues for developer teams for further investigation. Understand the procedure of registering the JIRA tasks. Know how to write comments and assign them to direct recipient.