Support Specialist L1

Job description

Monitor and manage incoming support requests, ensuring timely resolution and customer satisfaction. Handle and escalate P1/P2 critical issues in accordance with internal escalation procedures. Provide first-line (L1) technical and application support to customers via email, phone, and ticketing systems. Troubleshoot system performance and usability issues, ensuring proper follow-up and communication with clients. Escalate complex technical issues to appropriate internal teams while maintaining ownership of customer communication. Monitor system alerts and proactively report service-impacting incidents. Maintain accurate documentation of customer interactions, incidents, and resolutions in internal systems. Support onboarding activities for new clients and assist with basic product training. Build and maintain positive relationships with customers to support client satisfaction and retention. Collaborate with internal departments to ensure efficient issue resolution and service delivery. Identify recurring issues and communicate product or service improvement suggestions to relevant teams. Experience in supporting customers over the phone and using Remote Access Tools. Empathetic, people oriented, great relationship builder, positive attitude. Good computer skills. Excellent listening skills. Innovative problem-solving methods to help our customers grow their business. An ability to identify great business opportunities and drive change. The curiosity to learn about our product, to educate our clients, but most importantly, to learn from them. Strong aptitude for technology. Strong troubleshooting skills with the ability to identify opportunities to improve efficiency. Fluent in English and Spanish. Employee perks, benefits Challenging and creative technology environment with a great deal of freedom and responsibility. Language bonus: 150 euro- for using a foreign language (other than English) at work on a daily basis Opportunity to grow inside the global organization and develop yourself both professionally and personally The role is based on a shift schedule with around 28 working hours per week. Hybrid working model – working from the office two days per week. A modern workplace in our office in the heart of Zilina, of course as much coffee and fruit as you need to get into the flow. Regular company Events & Entertainments as well as access to various location-based benefits. Employment in the organization with an established position on the market. Contract of employment. Extra holiday day on your first-year work anniversary – up to 5 days for 5 years at Shiji. All necessary equipment such as laptop, additional monitor, and other accessories. Languages courses and multiple training & development opportunities Position suitable for: Fresh Graduates, University Student Shiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions to food and beverage and retail systems, payment gateways, data management, online distribution and more. Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests. Shiji Reviewpro Reputation, the leading hospitality guest intelligence provider. The brand is responsible for advanced and integrated tools and processes that enhance guest satisfaction and contribute to the development of the hospitality industry.