An international web development company is looking for an experienced
Technical Support Specialist
To join us on a full-time position in our office in Belgrade.
We work on a variety of products, including our own Premium WordPress plugins, and large-scale enterprise projects we develop for our partners globally.
We are proud to say we are always on the forefront with modern technologies and workflows (SCRUM, Test-driven development, domain-driven design, continuous integration) on our projects, and our focus is to build a professional team capable of delivering ambitious projects.
TMS was founded and is managed by Full-Stack developers, so all of our processes are organized by acknowledging common pains developer face, and oriented towards organizing time and effort most efficiently in a as-low-as-possible-stress environment.
What we offer
- Collaboration with world-class senior full-stack developers and managers
- Working on projects that are used by tens of thousands of businesses and individuals
- SCRUM Workflow maintained by a Certified Senior Agile Consultant
- Modern tech-stack, software architecture approaches, processes organization, high code quality and product standards
- Constant education through in-house activities, inviting external lecturers, and conferences and certifications
- Opportunities for career growth through reviewing performance
- Opportunities for travel
- Flexible working hours
- Team building events (bowling, laser tag, escape room, restaurants)
- Extra monthly budget that employees invest in whatever activities they want
- Unformal, stress-free, friendly and supportive working environment
- Cozy modern 'home-like' office in a nice residential area of Belgrade (free parking area)
- Juice, fruit, tea, coffee, water, snacks, etc. in the office
- BusPlus card expenses covered by the company
What will you do
- Organize the flow of technical support requests, initially on our in-house WordPress-related products, and as your role develops, expand your responsibilities
- Handle the support requests as Tier 1 Support Specialist by interacting with customers in a friendly and professional manner. Help resolve generic, and technical issues or questions with regards to our products
- Categorize and structure the incoming flow of requests, prepare scripts and find other ways to improve speed and quality of the customer support process
- Escalate support requests when necessary to Tier 2 – e.g. developers - trying to avoid this whenever possible
- Keep track of all user feature requests, organize a process of adding these to the product development roadmap
- Maintain the database of known issues with software, categorize by priorities, work with development team on incorporating the fixes in the new versions of the software
- Work on turning the support channel into a profit generation channel for the company
- Manual quality assurance testing of our products
What the position requires
- English language - fluent level is required as it is the primary language for interaction
- Excellent soft skills for turning frustrated users into happy customers :)
- Quick blind typing - required to quickly process the support tickets
- Solid technical competence, experience with tools like Jira, Confluence, Slack, etc. Positive, ‘can do’ attitude, readiness to help people even if they have a negative approach
- Experience in similar positions and/or with WordPress is a great advantage
Please note that only a shortlist of preferred candidates will be contacted. Prospective candidates will be given several short assessments and questionnaires to identify the best match for the position.
Hope to see you in our team!
Deadline for applications: 24.06.2018.