Technical Support Representative

About the Role

We are looking for a Technical Support Representative to join our team and provide high-quality internal and external IT support. In this role, you will assist customers with navigating and using applications, hardware, and software essential to their business operations. Your primary mission is to restore technical functionality as quickly as possible and ensure a seamless user experience.

Key Responsibilities

• Serve as the first point of contact for users via phone, chat, and email

• Collect, verify, and document user information to ensure accurate issue resolution

• Identify and apply correct knowledge base solutions

• Log and document incidents and resolutions in the Help Desk system

• Troubleshoot and dispatch basic hardware issues

• Assign priorities according to SLAs and follow established support processes

• Remotely diagnose and resolve hardware/software issues using screen-sharing tools

• Ensure timely resolution within the ticket lifecycle

• Coordinate between users and resolver groups when necessary

• Handle incident escalation and manage communications

• Work both independently and within a team environment

• Maintain strong communication with internal and external stakeholders

• Stay updated on products, services, and resources to provide accurate support

• Manage multiple tasks simultaneously with minimal supervision

• Adhere to company and client guidelines, procedures, and KPIs

• Perform peer-to-peer audits (call/ticket/language)

• Provide feedback on procedures and escalate unresolved cases

• Deliver excellent customer service across all interactions

Required Skills & Qualifications

• Certifications (optional): ITIL, MCSE, Software Development/Application (Cloud) Support

• Experience level: L1–L2 on-site or remote support

• Excellent communication skills and a professional telephone manner

• Experience in Application/Infrastructure Support or Software Development

• Understanding of e-commerce, web services, APIs, and Service Desk operations

• General IT awareness: SDLC, databases, OS components

• Hands-on experience with ITSM tools (ServiceNow, BMC Remedy, CA Service Desk, Monitoring tools)

• Knowledge of ITIL processes is a strong advantage

• Language skills: B2/C1 proficiency in one of the following (Polish / Dutch / Swedish / Norwegian / Finnish / Czech / Hungarian) plus excellent English (B2+)

• Strong problem-solving and analytical skills

• Self-motivated and customer-focused, with a passion for delivering excellent support

Why Join Us?

• Opportunity to develop your technical and communication skills

• Dynamic, multicultural environment

• Clear processes and structured career development path

• Work in a supportive team with access to international best practices