TECHNICAL SUPPORT MANAGER

Novakid is an English language school for children 4-12 years old, which allows children to remotely learn a foreign language according to a teaching program that meets European CEFR standards on an equal footing with their English-speaking peers (Novakid teachers are native speakers from the US, UK, and other countries). We are an advanced IT company of 450+ professionals. We’re looking for a Technical Support Manager to join our eam. What you’ll do • Handle incoming requests and incidents from support agents • Investigate, reproduce, and troubleshoot technical issues; resolve them when possible or escalate them to the appropriate team • Spot recurring problems and patterns and push for product or process improvements to address them • Maintain an internal knowledge base with answers and solutions for the Level 1 Support team • Prepare reports and keep teammates informed about technical issues and trends • Identify opportunities to reduce repetitive support requests through automation What we offer • Remote work. We are very good at it • 40 hours per week • Working hours: 9:00 AM – 18:00 PM (Istanbul time);