Technical Support Representative

About the RoleWe 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 ResponsibilitiesServe as the first point of contact for users via phone, chat, and emailCollect, verify, and document user information to ensure accurate issue resolutionIdentify and apply correct knowledge base solutionsLog and document incidents and resolutions in the Help Desk systemTroubleshoot and dispatch basic hardware issuesAssign priorities according to SLAs and follow established support processesRemotely diagnose and resolve hardware/software issues using screen-sharing toolsEnsure timely resolution within the ticket lifecycleCoordinate between users and resolver groups when necessaryHandle incident escalation and manage communicationsWork both independently and within a team environmentMaintain strong communication with internal and external stakeholdersStay updated on products, services, and resources to provide accurate supportManage multiple tasks simultaneously with minimal supervisionAdhere to company and client guidelines, procedures, and KPIsPerform peer-to-peer audits (call/ticket/language)Provide feedback on procedures and escalate unresolved casesDeliver excellent customer service across all interactionsRequired Skills & QualificationsCertifications (optional): ITIL, MCSE, Software Development/Application (Cloud) SupportExperience level: L1–L2 on-site or remote supportExcellent communication skills and a professional telephone mannerExperience in Application/Infrastructure Support or Software DevelopmentUnderstanding of e-commerce, web services, APIs, and Service Desk operationsGeneral IT awareness: SDLC, databases, OS componentsHands-on experience with ITSM tools (ServiceNow, BMC Remedy, CA Service Desk, Monitoring tools)Knowledge of ITIL processes is a strong advantageLanguage 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 skillsSelf-motivated and customer-focused, with a passion for delivering excellent supportWhy Join Us?Opportunity to develop your technical and communication skillsDynamic, multicultural environmentClear processes and structured career development pathWork in a supportive team with access to international best practices