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.
