Customer Support Manager
Cyntegrity
L1 Support Specialist
Shiji Group
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇭🇷 Croatia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Resolve post install customer inquiries via phone and electronic means.
- Provide level one support, including problem resolution within published goals.
- Resolve issues using the Knowledge Base, product documentation, Lab Testing, etc.
- Provide first class technical support to Infrasys customers by troubleshooting, analyzing, replicating and diagnosing issues.
- Track and document the service desk request problem-solving process.
- Escalate Tickets which need further investigation by 2nd and 3rd Level Support.
- Analyze and clarify customer queries through troubleshooting and researching.
- Attend regular product/technology training to remain up to date with developments of the Infrasys solution.
- Ensure consistent service delivery across multiple channels — phone, email, and web.
- Participate in shift patterns to support 24/7/365 coverage as needed.
Requirements
- Fluency in English and one additional language (Croatian/Bosnian/Serbian/Slovenian) is mandatory
- Experience of supporting customers over the phone
- Experience using Remote Access Tools to support customers
- Networking skills – Setting up, troubleshooting and configuring
- Computer Skills – Setting up, upgrading, troubleshooting, installation and configuration
- Experience in a customer facing role working to defined levels of service delivery
- Experience of using IT systems to include OS installation and configuration
- Strong troubleshooting skills with the ability to identify opportunities to improve efficiency
- Proficiency in Microsoft Word, Excel, Outlook and PowerPoint.
- Ability to work independently and in a team environment.
- Operates with energy, direction, speed and quality
- Experience of writing knowledgebase articles for internal publication
- Mentoring colleagues when faced with challenging issues.
Benefits
- Exciting job within a creative environment and the opportunity to make a real impact on the business.
- Grow your experience with web and cloud technologies in a very innovative technology environment.
- Friendly, motivated and talented multicultural team.
- Opportunities to grow and develop with Shiji.
- Training to meet role requirements.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingproblem resolutionremote access toolsnetworkingOS installationconfigurationknowledgebase article writingcustomer supportservice deliverytechnical support
Soft skills
communicationindependenceteamworkmentoringenergydirectionspeedqualityanalytical skillscustomer service