Project manager in IT support

RichBrains; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Remote work

Corporate discounts

Team events

Training and certifications

Job summary

RichBrains ищет Associate Project Manager для удалённой работы. Ваша задача — поддерживать операции по обслуживанию, управлять входящими тикетами, координировать работу команды и обеспечивать контроль за запросами клиентов на протяжении всего цикла их жизни.

Основная часть работы — поддержка коммуникаций с заказчиками, обновления статуса и документирование. В вакансии подчёркнуто внимание к организованности, проактивности и умению доводить задачи до конца.

Qualifications

• Уровень владения английским C1.
• Минимум 1 год опыта в клиентской поддержке или координации.
• Понимание процессов поддержки и жизненного цикла тикетов.
• Проактивный подход и способность брать ответственность за задачи.
• Хорошие организационные и временные навыки анализа требований и расстановки приоритетов.

Responsibilities

• Управление входящими заявками и жизненным циклом тикетов через каналы поддержки.
• Координация задач команды и объёма работ, приоритизация по срочности и влиянию.
• Координация технических задач и развертываний для соблюдения соглашений с клиентами.
• Регулярное информирование заинтересованных сторон о прогрессе (встречи, письма и т.д.).
• Подготовка документации, техпредложений, сводок и отчетов совместно с командой.

Skills

English (C1)

Customer-facing experience

Organisation/Time management

Communication skills

Tools

Jira

Service Desk

Intercom

Salesforce

ChatGPT

Job description

Описание:

This is a remote position. We are seeking an organized and proactive Associate Project Manager to join our team. In this role, you will support our maintenance and support operations by managing incoming service tickets, coordinating technical teamwork, and tracking requests from start to finish. You will play a key role in keeping daily tasks organized, providing regular progress updates to stakeholders, and driving the resolution of client issues.

Задачи:

• Manage customer requests and ticket lifecycles across different support channels, creating tasks for the team and providing stakeholders with progress updates.
• Manage internal team tasks and system errors, prioritising them based on urgency and technical impact, and organizing the team to work on them.
• Coordinate technical tasks and team workload, including deployments and platform refreshes, to ensure external agreements are met.
• Communicate with stakeholders through regular meetings, emails and other channels, while handling task prioritisation based on client needs.
• Work on documentation, including technical proposals, summaries, and reports, coordinating with the team to gather the necessary information.

Требования:

• Fluent English (C1 preferred) with excellent verbal and written communication skills.
• At least 1 year of experience in a customer-facing, support, coordination, or operational role involving direct communication with clients or stakeholders.
• Understanding of support and maintenance processes, ticket lifecycle management, and prioritisation principles in a product, service or IT-related environment.
• Highly responsible and proactive approach, with the ability to take ownership of tasks and drive client requests to full resolution.
• Strong organizational, analytical, and time-management skills to evaluate requirements and make informed decisions on priorities.
• Будет плюсом: Hands-on experience with project management, issue tracking, and ticketing tools (such as Jira, Service Desk, Intercom, or similar); Understanding of SDLC, Agile framework and principles; Experience working with Salesforce or Salesforce-based environments; Familiarity with AI tools like ChatGPT, and other AI-driven assistants to facilitate and improve project management activities, such as task automation, documentation enhancement, and decision support

Условия:

• A motivated and highly professional team to work with
• Work in a modern business center, just a five-minute walk from the subway, or remotely
• Performance review
• Working hours 11:00 - 20:00 GMT+3
• Program of corporate discounts
• Corporate events to foster a team spirit
• Possibility of training and obtaining certifications