L2 IT Support Engineer

We are looking for an experienced and motivated L2 IT Support Engineer (Local & International Markets)  to join our team, supporting critical systems in both the local and growing international markets (including clients in the Middle East / UAE). Your main responsibilities will be to conduct deep-dive analysis of technical incidents, work with databases and logs, and deliver top-tier B2B support to our clients in compliance with strict international SLA standards.

Responsibilities:

• Respond to customer requests via email, phone, or any other communication channel.
• Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact, and escalation where necessary.
• Track assigned tickets to ensure the best customer experience and satisfaction.
• Help customers onboard, resolve issues, or provide them with the help they need with available features.
• Cooperate with the Development team and higher-level support teams to resolve more advanced issues.
• Provide prompt and accurate feedback to customers.
• Continuously learn about product updates and new technologies.
• Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps.
• Accurately log incidents and ensure all relevant data is captured.
• Finding ways to improve the overall customer experience.
• Help our clients with questions on how to use our product, offer alternative solutions, and troubleshoot current scenarios provided by the client. Ensure that they receive the best experience possible.

About Unifiedpost

Unifiedpost Group is a public listed company, with its headquarter in Brussels and offices all around Europe, whose mission is to help customers simplify their business processes like invoicing, payments, financing, and identity, through smart, secure, and cloud-based digital platforms.

Qualifications and Education:

• High school diploma or equivalent (desirable: IT-related studies or previous experience in B2B customer support).
• IT-related studies or previous experience in B2B customer support, preferably for a tech/software product.

Technical competences:

• Basic knowledge of SD Ticketing systems.
• Basic knowledge of XML and APIs.
• Basic knowledge of electronic invoices.
• Able to learn to use the product quickly.
• Multitasking, ability to manage support tickets on different channels (email, phone) at the same time.
• Confidence and an enthusiastic telephone manner.
• Logical thinking skills.

Behavior competencies:

• Communication - clear, concise, coherent, and complete written and verbal communication, both in local language and English.
• Excellent listening, questioning, and customer service skills.
• Critical thinking - the ability to search, classify, interpret, synthesize and present information
• Ability to plan, prioritize, and deliver job tasks and responsibilities autonomously.
• Ability to work with distributed teams, people from different cultures and countries, and constructively deal with differences of opinions and views.
• Proactive, take ownership, focus on problem-solving more than problem-finding, and adapt to changing environments and priorities; Innovation - curious about new technologies and development methods, think about continuous improvement and find new tools and methods for yourself and your colleagues.

What we will offer you:

• A challenging position in a stimulating working environment at an innovative company.
• A lot of freedom to take initiative when you see the chance.
• Modern, cozy office in Belgrade. Remote work possibilities, flexible working hours.
• Competitive salary package, that is in line with the experience and qualifications.
• Friendly and inspiring environment
• Possibility to have a real impact on the company’s growth and evolution.

Challenges:

• We’re transforming the world of business communications and transactions. You will develop your professional skills, but also your knowledge about business processes.
• Responsibility: making a difference in decision-making means you take on responsibility, not just tasks.
• Common purpose: you grow by learning new skills, and we benefit from your knowledge. We all work together towards one goal.

Unifiedpost Group is gradually transforming into a more regulated company. As a result, all roles within any of the companies of the Unifiedpost Group are subject to some form of background check. For most roles, this will involve a simple identity and degree verification.
For other roles, we might also be required to verify your criminal record and employment history.

Please note that only short-listed candidates will be contacted.