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Tier 2 Technical Support Agent - Serbia

Serbia · Full-time

About The Position

As Elementor’s Tier 2 Technical Support Agent, you will be part of our advanced technical response team. You will receive comprehensive technical training in Elementor’s technologies and products, and will be involved, daily, in triage (review, analysis, and resolution) of complex technical issues encountered and reported by our customers, via tickets, chat, and emails, using a continuously evolving set of cutting-edge tools.

The Tier 2 Technical Support agent is an advanced-level technical position, offering many opportunities to grow professionally, master and practice industry-leading methodologies and tools, and be involved with the cutting-edge technology that is building the web of tomorrow.

Responsibilities

  • Learn Elementor’s technology and understand the different services we offer our customers
  • Be well-versed in the inner workings of our tools, and become part of our select team of technical support experts
  • Triage new customer requests and direct the best course of action for resolution
  • Communicate with Elementor’s customers, own their requests, and represent them to other professional teams, when needed
  • Proactively engage with customers and assist them in broadening their use of our products
  • Use different communication tools to enhance the customer experience and maintain high availability of our support functions
  • Collaborate with other team members and company departments to generate greater knowledge and contribute to an optimal customer experience
  • Develop your customer service skills and expand your professional expertise

Requirements

  • 2 years experience in Technical Support (Tier 1 or 2)
  • Experience with WordPress, HTML, CSS, and JavaScript
  • Experience with Elementor - a major advantage
  • Experience with web development and inspection tools
  • Knowledge of PHP and other coding languages - an advantage 
  • Familiarity with web applications
  • Experience with web servers and infrastructure, hosting, cloud, and SaaS - an advantage
  • Ability to analyze and solve complex technical problems
  • Ability to fluently communicate complex technical ideas in written English
  • Ability to break down and guide users through technical processes
  • Ability to work under pressure
  • Organized and methodical
  • A team player who can also work independently in a remote work environment (offshore Israel)
  • Exceptional courtesy, patience, and overall a “people person”

Please submit your resume in English.

Apply for this position