Technical Support Specialist in Belgrade (Serbia)

Where: Belgrade (Serbia)

Extent of Work: Full Time

Click here to apply in English

Position Summary

  • The Technical Support Specialist works in a high-volume call centre technical environment, resolving and providing solutions to customer problems. Responsibility is to remotely coordinate the resources required to manage problem resolution for client’s products and services
  • Primary role is to coordinate and provide services in a profitable environment that supports our values and the business as a whole
  • Isolate problems and create resolution plans; Log problem resolution – maintains databases; Support the resolution of known software problems to be fixed in later releases; Prepares standard reports to ensure Service Level Agreement is represented accurately
  • Position will project manage the resources necessary and/or provide the additional technical/functional knowledge necessary to resolve customer’s (both internal and external) issues
  • Works directly with the customer or Customer Engineers to understand the problem, and retrieve complex known solutions using available systems, tools, and resources to resolve the customer’s problems; Responsible for developing or collaborating with a Solution Engineer to develop the problem isolation, solution creation, and solution implementation plan defined by the Incident Management Process (IMP) to help resolve the customer’s problem
  • Performs additional troubleshooting activities, escalates problems to the appropriate party(s), and assists in communicating the solution to the customer; Number and type of systems and customers supported will be dependent on the candidate’s technology, product, and project management skills
  • Develop understanding of WCS systems, operations & policies that are used to resolve customer problems
  • Provide feedback to appropriate audiences to adjust the quality of Knowledge Articles
  • Continuously develop and maintain pertinent technical knowledge and troubleshooting skills; Assess personal skills and schedule training; Utilize knowledge of customer to enhance capability to meet customer needs

Additional qualifications

  • Communication skills both written and verbal in Spanish and English is required
  • Minimum 2+ years POS support experience, restaurant industry preferred
  • Previous help desk or computer support experience required; Previous networking experience required
  • Previous remote desktop experience required
  • Excellent team player; Ability to work effectively in a team environment composed of peers and crossfunctional members
  • Ability to work flexible working hours
  • Not convicted or in a process of conviction
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