Project Support Manager

• Handle requests from users and clients about live projects by phone, email, messengers and the ticketing system.
• Advise on how our systems work and resolve common issues without involving developers.
• Get to the bottom of each issue: reproduce it and collect screenshots, logs and steps so the task is clear the first time.
• Log requests, set priorities and keep track of deadlines.
• Pass bugs and change requests to the development team through the project manager, with a clear description.
• Test fixes once released and follow up with the user on the result.
• Collect feedback and wishes from users and clients and turn them into improvement proposals.
• Prepare regular reports: request volume, recurring topics, what is resolved and what is in progress.
• Maintain the knowledge base: guides, FAQ answers, known issues and workarounds.
• Keep access rights, users and settings in client systems up to date.

We need an attentive, calm person who can talk to users, understand someone else's problem and see it through to a fix. No coding required, but you should pick up new systems quickly and understand how they work.

• 1+ year in technical support, help desk or IT system support.
• Ability to describe a problem clearly: what happened, where, and how to reproduce it.
• Clear written and spoken communication; polite and patient with users.
• Confident with computers, web services, Excel or Google Sheets.
• Organised: no request should ever get lost.
• Willingness to learn new software and services quickly.
• Fluent Kazakh and Russian.

Will be a plus

• Experience with ticketing systems and task trackers: Jira, YouTrack, Redmine or similar.
• Understanding of how web applications work; basic SQL.
• Experience with public-sector clients or transport systems.
• English.

KPI

• Time to first response.
• Share of requests resolved without developers.
• Meeting deadlines on requests.
• Quality of task descriptions handed to development.
• No lost or forgotten requests.

• Full-time position.
• 5/2 schedule.
• Official employment under the Labour Code of the Republic of Kazakhstan.
• Salary is discussed after the interview.