- Monitor and manage incoming support requests, ensuring timely resolution and customer satisfaction.
- Handle and escalate P1/P2 critical issues in accordance with internal escalation procedures.
- Provide first-line (L1) technical and application support to customers via email, phone, and ticketing
- systems.
- Troubleshoot system performance and usability issues, ensuring proper follow-up and communication with
- clients.
- Escalate complex technical issues to appropriate internal teams while maintaining ownership of customer
- communication.
- Monitor system alerts and proactively report service-impacting incidents.
- Maintain accurate documentation of customer interactions, incidents, and resolutions in internal systems.
- Support onboarding activities for new clients and assist with basic product training.
- Build and maintain positive relationships with customers to support client satisfaction and retention.
- Collaborate with internal departments to ensure efficient issue resolution and service delivery.
- Identify recurring issues and communicate product or service improvement suggestions to relevant teams.
- Experience in supporting customers over the phone and using Remote Access Tools.
- Empathetic, people oriented, great relationship builder, positive attitude.
- Good computer skills.
- Excellent listening skills.
- Innovative problem-solving methods to help our customers grow their business.
- An ability to identify great business opportunities and drive change.
- The curiosity to learn about our product, to educate our clients, but most importantly, to learn from them.
- Strong aptitude for technology.
- Strong troubleshooting skills with the ability to identify opportunities to improve efficiency.
- Fluent in English and Spanish.
Employee perks, benefits
- Challenging and creative technology environment with a great deal of freedom and responsibility.
- Language bonus: 150 euro- for using a foreign language (other than English) at work on a daily basis
- Opportunity to grow inside the global organization and develop yourself both professionally and personally
- The role is based on a shift schedule with around 28 working hours per week.
- Hybrid working model – working from the office two days per week.
- A modern workplace in our office in the heart of Zilina, of course as much coffee and fruit as you need to get into the flow.
- Regular company Events & Entertainments as well as access to various location-based benefits.
- Employment in the organization with an established position on the market.
- Contract of employment.
- Extra holiday day on your first-year work anniversary – up to 5 days for 5 years at Shiji.
- All necessary equipment such as laptop, additional monitor, and other accessories.
- Languages courses and multiple training & development opportunities
Position suitable for: Fresh Graduates, University Student