L2 Support Specialist

This is a fully remote position, open to applicants in Serbia.

📋 Description

• Deliver second-level technical assistance to customers through various communication channels.

• Analyze and resolve intricate software and potential third-party hardware challenges.

• Examine and address customer-reported bugs, system malfunctions, and configuration issues.

• Work in conjunction with first-level support and third-level teams to facilitate seamless escalations.

• Record customer interactions, investigations, and resolutions in ticketing and knowledge base systems.

• Recognize recurring problems and recommend enhancements to products or processes.

• Articulate technical concepts effectively to users without technical backgrounds.

• Provide outstanding customer service with prompt response and resolution times.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related discipline (or equivalent experience).

• Demonstrated technical support experience, ideally within a SaaS context.

• Familiarity with ticketing/CRM systems (Jira, Salesforce, Zendesk).

• Proficient in English, both spoken and written.

• Skilled in troubleshooting web and mobile applications.

• Solid understanding of networking principles (TCP/IP, DNS).

• Acquainted with APIs and API testing tools like Postman.

• Basic knowledge of databases and SQL.

• Experience with JavaScript or similar programming languages.

• Strong analytical abilities, attention to detail, and a systematic approach to troubleshooting.

• Exceptional customer service and empathy skills.

• Effective collaboration skills with cross-functional teams.

• Ability to adapt to a fast-paced, high-pressure work environment.

• Willingness to accommodate 24x7 shift requirements.

🏝️ Benefits

• Opportunities for professional growth and development.

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Flexible work schedule options.