Technical Support Specialist II

Are you a problem solver who thrives on tackling complex technical challenges? As a Technical Support Specialist, you’ll troubleshoot urgent customer issues and collaborate with internal teams and third-party vendors to resolve technical challenges. If you enjoy working in a fast-paced, global environment where every day brings a new challenge, take a closer look at this positions' main duties:

• Providing timely solutions for complex technical issues related to Electronic Commerce solutions, often critical to customers
• Gathering information from various sources, including internal teams and third-party vendors, to resolve unknown issues
• Supporting multiple product lines across industries such as Communications, Retail, and Finance
• Utilizing the Remedy call tracking system to document, verify, and resolve customer inquiries efficiently
• Writing technical documentation and suggesting process improvements
• Managing multiple projects, including global initiatives, ensuring timely delivery and coordination of resources
• Developing problem isolation plans and directly resolve customer issues when necessary
• Ensuring compliance with regulatory requirements and maintain quality control throughout resolution processes
• Serving as a mentor in specific product domains or customer specialties
• Assessing risks, business impact, and technical feasibility of solution alternatives
• Participating in pre-sales activities, including bid reviews and technical feasibility assessments
• Identifying trends and patterns in customer issues, contributing to the Knowledge Base
• Engaging in continuous improvement initiatives related to processes, tools, and organizational efficiency
• Collaborating with Technical Support teams, third-party suppliers, and customers to ensure smooth issue resolution

What We Expect From You:

• Bachelor's or Master's University Degree with specialization in IT or equivalent work experience
• Fluency in speaking and writing of English language
• Knowledge of how to install, configure and troubleshoot Microsoft Windows operating systems and Microsoft SQL Server
• Knowledge on how to install, configure, operate and troubleshoot CA/SCCM Software Delivery tools as well as knowledge about the setup, configuration, and business operations of the target environment
• Experience in parallel development and software releases in a complicated software development environment
• Experience with creating and managing release schedules, monitoring progress, and monitoring and tracking the completion of release deliverables
• Experience with recognizing and assisting in the resolution of conflicts and contentions within a release
• Experience with creating and maintaining development scripts based on different computer languages (command line scripts, Visual Basic scripts, PowerShell scripts)
• Working hours between 1pm-3am

We you will get from us:  

• A hybrid model of work
• An international and diverse work atmosphere with a casual workplace environment 
• Work in modernly equipped offices located in the heart of the business centre in New Belgrade
• Advancement opportunities/Career development
• A tendency that the maternity cover position grows into the possibility of conversion to a contract with a client with all of the benefits included

If you want to give yourself a try in the new role, apply with your CV in English and join us! 

Only shortlisted candidates will be contacted. Good luck!