Technical Support Specialist
On-siteBelgrade, Central Serbia, Serbia
Job Summary
Triage incoming software support tickets and emails, validating characterization details and routing inquiries to appropriate teams while adhering to SLAs. Provide log-collection guidance to submitters, monitor Genesys ACD queues, and perform initial screening to ensure accurate issue reporting before escalation. Engage daily with customers, partners, and internal colleagues to gather missing information and maintain clear communication throughout the workflow. Manage high-volume queues with strong multitasking skills in a global support environment. Shift work is required to accommodate global timezones, including weekends as needed.
Required Qualifications
- Advanced level of English language: C2 or higher
- High School Diploma required or Bachelor's degree in any field
- 0–2 years of related experience in support, service desk, customer interaction, or software environments
- Ability to meet communication requirements for applicable languages
- Offers of employment are conditional upon passage of screening criteria applicable to the job
- Must be available for shift work as required to support global timezones, including weekends as and when required
- Strong verbal and written communication skills, including language proficiency as required for region
- Ability to multitask and manage high-volume queues in a fast-paced environment
- Attention to detail, accuracy, and consistency when reviewing ticket information
- Strong organizational abilities and ability to prioritize under time pressure
- Demonstrable work ethic, integrity, and reliability
- Ability to engage professionally with customers, partners, and internal teams
- High-level, non-technical understanding of NCR Atleos software products
- Familiarity with ticketing systems, triage workflows, and support processes
- Ability to collect logs and guide others on log-collection steps
- Basic proficiency with email routing, support tools, and monitoring systems
- Adherence to Software Support processes and systems
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.