Job Title: Technical Support Specialist
Location: Belgrade, Serbia (hybrid)
Shifts: 1st, 2nd and 3rd (rotation)

About the Role

We are looking for a Technical Support Specialist to join our 24/7 Technical Support Team.

As a Technical Support Specialist, you will provide first-line technical support to customers primarily through phone calls and tickets submitted via the customer application. You will troubleshoot common technical issues, document your work in ServiceNow (SNOW), and escalate cases when additional support is required.

Key Responsibilities

Provide technical support to customers via phone and customer-submitted tickets.
Troubleshoot and resolve common hardware, software, and connectivity issues using available tools and procedures.
Use remote access tools to diagnose and resolve customer issues whenever possible.
Create, update, and maintain accurate incident records in ServiceNow (SNOW).
Follow established troubleshooting procedures and knowledge base documentation.
Escalate unresolved issues to the appropriate internal teams or external support providers.
Communicate with internal teams and external support partners via email as part of the escalation process.
Dispatch field technicians when on-site support is required and provide all necessary incident details.
Keep customers informed about their incident status when appropriate.
Confirm issue resolution with customers and ensure all relevant information is documented in the ticket.
Work efficiently in a high-volume support environment while prioritizing incidents according to established procedures.

Basic Qualifications:

High School Diploma or equivalent.
Good command of English, both written and spoken.
Basic knowledge of Windows 11 and common desktop applications.
Basic understanding of PC hardware, peripherals, and common technical issues.
Strong troubleshooting and problem-solving skills.
Good communication and customer service skills.
Ability to follow procedures and accurately document information.
Ability to work independently as well as collaboratively within a team.
Ability to work a 24/7 shift schedule, including nights, weekends, and public holidays.