Service Desk Support

Skopje, Karposh
08:00-16:00 or 09:00-17:00

As a Service desk engineer you would be expected to provide support, analyze an issue with the provided documentation, provide feedback if escalation is needed and have a general understanding of all applications and basic flows of information. People management is important because the initial impression, response and resolution in most cases is done by you.

Tasks
• Provide first line support for customers via a ticketing system – (ZOHO SDP, training included).
• Professionally and timely escalate issues to 2nd and 3rd line support as necessary.
• Communication with the customers to understand the problem and internal communication with the other team members to effectively solve it.
• Troubleshooting, documenting, reproducing and following up on issues or requests reported by the customers.
• Incident management and documentation.
• Implement and strictly follow support documentation to ensure the reliability of the applications.
• Optimization of existing support processes to ensure smooth operation.
• Technical customer support and working in shifts once per month (12:00-20:00).

After sufficient training is provided it is expected to fully understand the flow of our applications and traffic of information coming to and going out of said applications. Setup should be common knowledge and noticing missing information should be first nature. The ability to properly understand requirements is a must and pointing out potential improvements or noticing shortcomings is very important. Excellent team communication and organization is a must. Prioritization of tasks and incidents should be at a high level.

In return we offer you to be part of leading dynamic company with a no-nonsense culture, where your creativity is appreciated and stimulated. A company where people make the differences for themselves, their colleagues, the customer and the company.

Trainings are provided in several technical and functional areas and support from team members is at a high level.

Requirements for candidates:
• Education: Bachelor or Master degree, or similar by experience.
• 2+ years of relevant experience with customer support.
• Excellent knowledge of written and spoken English.
• Experience in MS Office 365,
o MS Navision, BC and O365 is considered an advantage.
• Understanding Supply Chain Management and Customs formalities is considered an advantage.
• Willingness to travel to the EU, for functional and technical trainings, projects or conferences.
• Hands on, very good communication and relations skills.
• Customer-oriented, communicative and an assertive personality.
• Detail-oriented in a multi-tasking environment
• Quick learner, flexible and adaptable.
• Analytical mindset.

Working hours are between 08:00-16:00/09:00-17:00 and a late shift 12:00-20:00.

We offer:
• Competitive salaries.
• Long term contracts to offer job stability.
• Personal development plans.
• Conferences, courses and trainings.
• Team building events.

Apply:

If you see yourself as a person who could be a valuable part of our team, don’t hesitate to apply Applicants.MK@ssc.mk (Application: Email CV with subject “Service Desk Support”). Please send us your CV in English.

Apply

About Us

Support and Solutions Center MK is a company working with large international clients, providing a range of services in administration, customer service, accountancy, IT, engineering, and more. We are an administrative logistic center serving prominent international clients in the plastics, iron & steel, paper, tires, general cargo, commodities (cacao and coffee), wood, and transport sectors. Working in this dynamic environment provides excellent opportunities for job satisfaction, as it entails engaging with our global subsidiaries and maximizing operational efficiency for our clients.