Customer Support Specialist

Location: Belgrade, Serbia. Onsite role with 2nd and 3rd shifts in a 24/7 operational environment, including rotating weekend and holiday support.

Company

Global platform-powered provider of unified commerce, payments, and services for retailers and restaurants, serving customers in more than 35 countries.

What you will do

• Provide technical support to clients, Customer Engineers, and business partners by identifying, analyzing, troubleshooting, and resolving technical issues.
• Respond to inquiries through phone, email, and ticketing systems; monitor queues and resolve incidents remotely when possible.
• Manage incidents throughout their lifecycle and ensure contractual Service Level Agreements are met.
• Use knowledge management systems to diagnose issues, identify solutions, customize business data, and prepare operational reports.
• Escalate complex issues, retain end-to-end ownership, follow up through resolution, and communicate potential delays.
• Collaborate with internal teams to improve communication, issue management, customer satisfaction, and service quality.

Requirements

• Strong problem-solving and analytical skills.
• Customer-focused approach with excellent communication abilities.
• Ability to prioritize multiple tasks and work independently or as part of a team.
• Flexibility to work in a 24/7 support environment, including rotating weekend and holiday shifts.
• High school diploma or equivalent.
• Proficiency in English, both written and spoken.

Culture & Benefits

• Work in a globally inclusive environment that supports equal employment opportunity and respects individual differences.
• Participate in a structured operational support environment with established escalation procedures and service-level commitments.
• Employment is conditional upon passing applicable screening criteria.