Help Desk Representative - English language

Are you proud of your English language communication as well as problem-solving skills? Would you describe yourself as a tech-savvy person with the ability to absorb and retain information quickly? If so, you would be a perfect fit for our Help Desk Representative position!

While providing quality technical support and presenting ideas in user-friendly language, your main duties would be:

• Talking customers through basic problem-solving processes
• Providing support in problem identification, analysis, diagnosis, and resolution
• Answering incoming phone calls, emails, or tickets from clients and field engineers; Monitoring the notification and ticket queue screens; troubleshooting undocumented problems
• Ensuring that customer faults are being worked in a manner that will result in the achievement of Customer Service Level Agreement and customer satisfaction
• Allocating workload, assisting new employees, and providing feedback for improvement
• Understanding the end-to-end processes that underpin quality customer service
• Conducting service audits

What we expect from you:

• Minimum high school diploma
• Preferably a technical degree in Computer science and/or basic level of IT knowledge
• Fluency in speaking and writing of English language
• Advanced knowledge level of Windows OS
• Ability to troubleshoot hardware and software issues
• Analytical and problem-solving attitude
• Exceptional customer service orientation and team spirit
• Willingness to work flexible shifts (7/24 operations that include weekend support)

What you will get from us:

• Opportunity to develop skills through paid training
• Work in a large, international team
• Work in modernly equipped offices located in the heart of the business center in New Belgrade
• Advancement opportunities/Career development
• Possibility of conversion to a contract with a client with all of the benefits included