Technical Support Specialist L1

Location: Belgrade, Serbia; 24/7 schedule across first, second, and third shifts, including nights, weekends, and public holidays.

Company

A global platform-powered commerce technology company providing unified commerce, payment capabilities, and services for retailers and restaurants in more than 35 countries.

What you will do

• Provide first-line technical support by phone and through customer-submitted tickets.
• Troubleshoot hardware, software, desktop application, and connectivity issues using established procedures and available tools.
• Use remote access tools to diagnose and resolve customer incidents whenever possible.
• Create, update, and maintain accurate incident records in ServiceNow (SNOW).
• Escalate unresolved issues to internal teams or external support providers, including dispatching field technicians when on-site support is required.
• Keep customers informed, confirm issue resolution, and prioritize incidents in a high-volume support environment.

Requirements

• 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, problem-solving, communication, and customer service skills.
• Availability for a 24/7 shift schedule, including nights, weekends, and public holidays.

Nice to have

• Previous experience in help desk, technical support, or customer support.
• Experience with ticketing or incident management systems, preferably ServiceNow (SNOW).
• Experience using remote support tools.

Culture & Benefits

• Work within a 24/7 technical support team serving customers globally.
• Collaborate with internal teams and external support partners during escalations.
• Employment is conditional upon successfully passing applicable screening criteria.
• Commitment to an inclusive and equal-opportunity workplace.