Technical Support Representative

TL;DR

Technical Support Representative (SaaS): Providing technical support to manufacturing customers using connected worker software with an accent on AI-driven workflows, troubleshooting, and product feedback. Focus on resolving complex issues via Zendesk and phone, accelerating platform adoption, and collaborating with Product and Engineering teams on improvements.

Belgrade, RS - Remote (within location). This role requires working a Tuesday - Saturday schedule (Central European Time), with weekly or bi-weekly rotation between shifts (9:00 - 17:00 and 13:00 – 21:00).

Company

Leading software company specializing in connected worker software for faster, better and safer manufacturing, connecting processes, people, and platforms to drive frontline digital transformation.

What you will do

• Act as the first point of contact, supporting customers through Zendesk tickets and phone.
• Guide customers through diagnostics and troubleshooting to resolve issues.
• Troubleshoot, resolve, or report technical issues on customers’ behalf.
• Provide advice to resolve inquiries one-and-done where possible and accelerate adoption via documentation projects.
• Collect and provide tone-neutral feedback to Product team and participate in triage meetings.
• Maintain product knowledge and assist internal teams with technical support.
• Create documentation and self-help resources for common issues.

Requirements

• Minimum of 2 years of experience in Technical Support, preferably within SaaS environments.
• Understanding of how to use Postman to make API calls.
• Some familiarity with issue tracking and workflow management tools (JIRA, Product Board).
• Familiarity with creating Power BI dashboards and understanding Data ETL processes.
• Strong written and verbal communication skills and excellent customer service.
• Attention to detail, creative problem-solving, self-motivation, and team collaboration.

Culture & Benefits

• Competitive salary and performance-based bonuses.
• Opportunities for professional development and growth.
• Collaborative and supportive work environment.
• Remote-friendly environment with home office set-up stipend.
• Annual Wellness Bonus and Life Event Bonus.