Customer Service Agent

Location: Belgrade, Serbia

The main responsibility of this function is to deal with unresolved technical issues escalated by the lower tier (Level 1) or to be the front line for highly technical enterprise customers. As a Customer Service Agent (Level 2), you are responsible for solving software issues, diagnosing related system failures, and writing resolution reports.
You will be part of support personnel with deep knowledge of the product or service, but not necessarily the engineers or programmers who designed and created the product. As an agent, you will attempt to resolve the incident and perform the following tasks:

• Communicate the status of the incident/problem to Customer Service Manager
• Works directly with customers to resolves recurring or standard problems
• Works directly with customers to resolves recurring or standard problems
• Information regarding the characteristics of the problem
• Frequency of occurrence
• Gather logs, files and application traces from customer
• Gather full error status information from customer
• Attempt to isolate the origin of the problem or symptom to the specific piece of software or component, (e.g., server application system level, database level, network component).
• Determine if any system changes like updates, configuration, and system component add-ons or replacements have recently changed on the solution that may be the originator of the issue.
• Confirm if the issue can be recreated and provide details of steps required to recreate the issue in collaboration with QA
• Depending on the specific solution, attempt to reproduce the issue in the test lab
• Populate knowledge database with problem/solution information
• Create, manage and updating service tickets
• Making outgoing calls to communicate with customers for troubleshooting.
• Escalate the problem to the appropriate group which may be customer or 3rd party provider
• Provide all required information if an issue is to be escalated to Level 3 / Tier 3 support
• If unable to resolve the incident, agent will collect the necessary technical information before engaging Level 3 / Tier 3 for further assistance
• Provides daily and weekly incident tracking sheets to report on the performance
• Reviews incident history to determine recurring faults
• Responsible for solving software issues, diagnosing related system failures, and writing resolution reports

Candidate profile and qualifications:

• Fluent in speaking and writing of English language
• Technical degree in Computer science or higher level of IT knowledge with related experience in some of these fields: General IT HW/SW installation and maintenance, MS OS and Linux installation, connection equipment and networking, web environment or similar.
• Self-driven person, eager to learn and develop technical skills
• Responsible with good organizational skills
• Problem-solving and analytical skills
• Highly motivated with team spirit

The ideal candidate should have strong interpersonal skills and ability to interact favorably with a wide variety of people.

Work Experience:

• A minimum of 2 years working in a similar role
• Experience using OS ticketing or similar ticketing systems
• Ability to work successfully under pressure
• Ability to effectively manage a diverse workload in a fast paced and demanding environment
• Self-motivated, with excellent decision-making and conflict management skills

Technical Skills: (Certification, Licenses and Registration

• Excellent computer skills, Knowledge of Microsoft Office suite
• Knowledge in configuring Ticketing system’s

Communication and other Skills:

• Fluency in English (B2 or higher)
• Good communication skills and teamwork ability

Benefits:

• Competitive salary plus bonus
• Private medical insurance
• Private life insurance
• Recruitment referral bonus
• Extra day off for your birthday
• Up to 30 days paid holiday (depending on criteria)