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Partech
Customer Service 18h ago

L2 Support Specialist (SaaS) - Serbia

Partech
SerbiaSerbia
Full-time
Not Disclosed
Mid-Level

Job Description

Key Skills Required

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Technical Support54 minFree Trial ✨
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TroubleshootingTicketing/CRM ToolsCustomer ServiceSaaS

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As an L2 Support Specialist at our software-as-a-service (SaaS) company, you will play a crucial role in delivering technical support in a 24x7x365 model. You will troubleshoot and resolve complex technical issues escalated from first-level support, helping customers overcome challenges and maximize their experience with our product. Your expertise and deep understanding of our software will ensure seamless issue resolution and high customer satisfaction.

Key Responsibilities:

  • Provide second-level technical support to customers via multiple channels.
  • Diagnose and troubleshoot complex software and third-party hardware issues.
  • Investigate and resolve customer-reported bugs, system errors, and configuration problems.
  • Collaborate with first-level support and third-level teams to ensure smooth escalations.
  • Document all customer interactions, investigations, and resolutions in ticketing/knowledge base systems.
  • Identify recurring issues and proactively suggest product or process improvements.
  • Communicate technical concepts clearly to non-technical users.
  • Deliver exceptional customer service, ensuring quick response and resolution times.

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Partech is a global investment platform that supports entrepreneurs through various stages of their journey. With a strong focus on innovation and technology, the company invests in startups and growth-stage businesses, providing them with the necessary resources and expertise to succeed. Partech's investment portfolio spans across multiple industries, including healthcare, finance, and technology. The company's team of experienced investors and mentors work closely with entrepreneurs to help them navigate the complexities of building and scaling a successful business. Through its network of partners and associations, Partech also provides access to a wide range of resources, including market research, talent acquisition, and strategic partnerships. With a commitment to fostering entrepreneurship and innovation, Partech plays a vital role in shaping the future of various industries and contributing to economic growth. The company's investment approach is centered around providing long-term support to its portfolio companies, helping them to achieve sustainable growth and profitability. By leveraging its expertise and network, Partech enables entrepreneurs to turn their visions into reality, creating successful and impactful businesses that drive positive change. As a responsible investor, Partech prioritizes environmental, social, and governance (ESG) considerations, ensuring that its investments align with the highest standards of sustainability and social responsibility. With its global presence and diverse portfolio, Partech is well-positioned to capitalize on emerging trends and opportunities, driving innovation and growth in the industries it serves.

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L2 Support Specialist (SaaS) - Serbia at Partech | HireSkys