Technical Support – Level 3 in Bucuresti

You will be part of the team who is working on implementing the new generation self-ordering kiosks which are used in fast-food restaurants. As a member of the Technical Support team, your focus is to provide Level 3 Support for company’s customers. This involves solving technical customer inquiries via mail/ ticketing tools. You will also have the chance to work closely with a caring and friendly team.You will: Offer technical support on SW issues;Interact closely with Level 2 team and project team;Categorize every support ticket based on urgency;Track and monitor ticket statuses;Keep customers informed / updated;Providing timely and accurate customer feedback;Follow up with clients to ensure the problem is resolved;Perform software requests and updates products for our colleagues;Analyse the system logs and find the root cause of client issue;Escalate the ticket to development/ PM teams in case of inability to fix the issues;Create JIRA tasks / reports for bugs;Test and confirm bug fixes;Maintain and prioritize multiple requests/projects simultaneously;Maintain a strong and positive communication with all the customers. Key Requirements: Experience on technical projects (Level 2/ Level 3);Comfort with remote troubleshooting, networking, XML;Experience with CRM platforms;Team player with the ability to function both independently and as part of a team;Amiable, tolerant with customers;Maturity, problem solving, analytical skills and communication skills desired;English communication skills;Bachelor’s degree in a relevant field. What we offer: The 13-th salary;Hybrid/ remote work possibility;Annual holidays starting from 23;1 additional day off for your Birthday;Additional budget for expenses caused by remote working;Meal Tickets;Easter and Christmas bonuses;Medical subscription;Referral bonuses;Learning & development budget.