Technical Support

IAI Group is recruiting for its Technical Support Department, specifically for IAI S.A., a company within the group. The role involves supporting clients with knowledge related to e-commerce and web technologies.

• Minimum one year of experience in customer service
• Practical knowledge of web technologies and Internet principles (HTTP/S, DNS, browsers, basic HTML/CSS, developer tools)
• Proficient computer skills and ability to navigate business applications, admin panels, and remote work tools
• Analytical approach to problem situations, including decomposition, hypothesis verification, and distinguishing symptoms from causes
• Ability to interpret logs (application, server, browser console) for error diagnosis
• Knowledge of e-commerce market specifics and online store business processes (orders, payments, logistics, marketing)
• English language knowledge is a plus
• Excellent communication skills with ability to clearly convey information to clients of varying technical levels
• Problem-solving mindset to identify root causes and propose actionable solutions
• Flexibility and ability to manage multiple concurrent tasks and shifting priorities
• Strong self-organization, independence, and task prioritization based on urgency and client impact
• Composure and empathy in challenging client conversations, maintaining constructive dialogue

• Provide substantive support to clients via phone, ticketing system, and email, maintaining high communication quality standards
• Consult and support clients throughout cooperation stages, from implementation to platform optimization
• Assist with product configuration and usage tailored to client business needs
• Escalate technical issues to IT teams and propose product development ideas for IdoSell
• Conduct product training sessions and individual consultations for clients
• Co-create internal documentation and educational materials for the external knowledge base (IdoSell Help)
• Collaborate closely with the product team to relay market feedback and participate in functionality expansion
• Utilize AI tools to support the ticket handling process