Analyst Level 1

Career growth opportunity for a customer support analyst with strong technical, analytical, problem-solving, consultative, and presentation skills.

Essential Functions:

• Deliver service and support to end-users using and operating automated call distribution phone software.
• Proactively monitor and respond to events, error conditions and threshold events in network monitoring system and processing events.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services. 
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms. 
• Diagnose technical hardware / software issues. 
• Follow standard processes and procedures. 
• Identify and escalate priority issues per Client specifications. 
• Redirect problems to appropriate resource. 
• Accurately process and record call transactions using a computer and designated tracking software. 
• Organize ideas and communicate oral messages appropriate to listeners and situations. 
• Follow up and make scheduled callbacks to customers where necessary. 
• Stay current with system information, changes and updates.

JOB SPECIFICATIONS – Knowledge, Skills, and Qualifications: 

• Excellent written and oral English skills
• Proficient working knowledge of Microsoft Suite (MS Work, Excel etc), Adobe PDF and other basic business productivity software 
• Understanding of IT system fundamentals and system management tasks. 
• Basic knowledge of networking principles and operating systems.
• Ability to open tickets with underlying carriers and vendors, pushing and escalating for a solution, owning something until completion.
• Ability to clearly document and articulate technical issues in English. 
• Ability to handle multiple concurrent issues and remain calm under high pressure situations. 
• Must be reliable and dependable, self-motivated and demonstrate a willingness to learn. 
• Ability to work closely with peers and other teams. 
• Working Schedule: Monday to Friday, 5 PM-2AM Belgrade time.

Considered a Plus:

• 2+ years industry experience in 24 x 7 Network Operation Center.  
• Bachelor Degree in Computer Science/ Information System or other related fields

Candidate's profile:

• Great organizational and interpersonal skills;
• Someone who is flexible and proactive;
• Willingness to learn;
• Innovative attitude, stress resistant, team player, flexible

What we offer:

• Working in healthy, knowledgeable, young and fast-growing team
• Constant opportunity to learn, improve and advance in your job
• Work from home with full company provided equipment

We will only review CVs sent on English.