Customer Support Agent

Data Tech International (www.dti.rs) is a Belgrade-based company that provides cutting-edge solutions and consulting services related to tax fraud prevention and fiscalization. Our flagship solution TaxCore enables fraud-free sales tax collection, helping tax administrations worldwide prevent tax-related frauds.

We came up with the latest solutions to prevent VAT fraud and tax evasion.
We are looking for a competent Customer Support Agent with at least 2 years of experience in similar roles who will become a part of our Support team.

MAIN TASKS

• Handle all incoming requests with professionalism and accuracy.
• Communicate clearly with customers/stakeholders and keep them updated on incident status.
• Perform initial triage, gather logs and error details, and document all findings before escalating issues to QA/Developer teams.
• Assist customers by providing information about our product, referring them to technical documentation and doing basic checks/verifications on our platforms.
• Prioritize high severity issues and potential problems that might occur as a result of incidents.
• Maintain accurate and complete records in the ticketing system and ensure that the status reflects progress to track SLAs efficiently.
• Populate the knowledge database with problem/solution information.
• Escalate incidents when necessary, providing full technical and contextual details.
• Monitor incident history to detect recurring problems and propose improvements.
• Adhere to SLAs and KPIs for internal processes to ensure timely and consistent support.

CANDIDATE PROFILE & QUALIFICATIONS

• Fluent in spoken and written English (B2 or higher).
• Hands-on experience with IT systems (Windows/Linux, networking, or web environments)
• At least 2 years of experience in a similar customer service or technical support role (preferably in IT industry).
• Familiarity with ticketing tools (such as Jira)
• Strong communication skills and ability to explain technical issues clearly.
• Detail-oriented with strong organizational and analytical skills.
• Self-driven, eager to learn, and able to adapt to multi-cultural environments.

NICE TO HAVE

• Familiarity with IT Service Management (ITSM) processes.
• Experience in working with government institutions and regulatory authorities.
• Familiarity with fiscalization and/or e-invoicing.

WE VALUE

• Personal responsibility.
• Attention to detail.
• Openness to work in multicultural environments.
• Good spirit.
• Straightforward and honest communication.
• Ability to step back and find solutions that fit into a bigger picture.
• Constant drive to automate boring repetitive tasks.
• Getting things done.

WE OFFER

• Competitive salary.
• Performance bonus.
• Professional training (on-site, courses, conferences).
• Hybrid work (flexible approach that combines office and remote work).
• Multiple office locations (New Belgrade, Leštane).
• Up to 30 days of paid vacation.
• Private medical insurance.
• Coffee and refreshments.

WHY WORK WITH US

Working for a company like DTI, which is focused on developing solutions to combat tax fraud, provides a sense of purpose and satisfaction, knowing that your work is making a positive impact on society.

DTI provides opportunities for professional growth and development, helping you build your skills and advance your career. Working with a team of experienced professionals also provides valuable mentorship and guidance.

We invite you to learn more about our philosophy.