Technical Support Specialist - English language

Department: CCC

Location: 4. Beograd

The Technical Support Specialist works in a high volume call center 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.

Key Areas of Responsibility:

• 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

Candidate profile and qualifications:

• Communication skills both written and verbal in English is required
• Technical degree in Computer science or higher level of IT knowledge with related experience in some of these fields: General IT HW/SW installation and maintenance, MS OS installation, connection equipment and networking, web environment or similar
• Excellent communication skills at all levels including excellent listening skills
• Possess strong customer service skills and be able to work in a dynamic team environment
• Problem solving and troubleshooting skills
• Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment
• Not convicted or in a process of conviction

Trizma is offering:

• Long term employment opportunity for best performing candidates
• Performing services for a multinational company
• Dynamic and responsible position
• Chance for a professional and personal development
• Advancement opportunity
• Paid training