Technical Support Representative L1

Location: Belgrade, Serbia (Hybrid)

Company

Unified commerce platform provider supporting shopping and dining businesses with commerce, payments, and related services across more than 35 countries.

What you will do

• Provide remote technical support to clients, Customer Engineers, and partners by identifying, analyzing, diagnosing, and resolving issues.
• Respond to phone calls, emails, and support tickets while monitoring notification and ticket queues.
• Lead problem isolation, recommend solutions and implementation plans, and coordinate with relevant stakeholders.
• Manage incidents and follow escalation procedures to maintain contractual service levels and SLAs.
• Use knowledge systems to resolve known issues, update knowledge applications, prepare reports, and provide business data.
• Maintain ownership of escalated incidents through final resolution and respond to customer-impacting events.

Requirements

• High school diploma or equivalent.
• Excellent verbal and written English communication skills.
• Ability and willingness to work rotating first-, second-, and third-shift schedules in a 24/7 operational environment.
• Ability to work weekends as part of the rotating schedule.
• Ability to manage multiple priorities and incidents in a fast-paced support environment.

Nice to have

• Knowledge of French.

Culture & Benefits

• Hybrid work arrangement in Belgrade.
• Customer-focused environment centered on service continuity and satisfaction.
• Work across a globally inclusive organization serving customers in more than 35 countries.
• Employment is subject to applicable screening criteria.