Back to careers
Technical Support
Technical Support Specialist
Support customers with app, account, device, and day-to-day technical issues while keeping tickets clear, structured, and easy to escalate.
Technical SupportKosovoFull-time
About the Role
As a Technical Support Specialist at SD IT Services, you will work with international clients to troubleshoot customer issues, document evidence, reproduce problems, update tickets, and escalate cases with the right context. This is a hands-on support role for someone who enjoys solving problems, communicating clearly, and keeping customers informed.
Responsibilities
- Handle L1 technical support requests across helpdesk, chat, and email channels
- Triage app, account, device, and workflow-related issues
- Reproduce customer problems and document clear evidence for escalation
- Follow SOPs, ticketing standards, SLAs, and quality review guidelines
- Keep customers updated with clear, professional communication
- Contribute to internal knowledge base notes and support documentation
Requirements
- Strong English communication skills, written and spoken
- Comfortable troubleshooting software, accounts, devices, or technical workflows
- Experience with ticketing tools, helpdesk systems, or CRM platforms is a plus
- Able to document technical issues clearly and accurately
- Patient, structured, and calm under pressure
- Previous technical support, IT support, or SaaS support experience preferred