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Technical Support Tier 2 - Serbia

Serbia · Full-time

About The Position

*** Please submit your resume in English ***

We are looking for Elementor users, who have experience, knowledge, and most importantly are true enthusiasts who want to empower web creators all over the world and take part in building the future of the Web by improving our Customer Service.


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 technology and products. You will be involved in daily triage (review, analysis, and resolution) of complex technical issues encountered and reported by our customers via tickets using cutting-edge tools.

The Tier 2 Technical Support Agent is an advanced-level technical position, offering many opportunities to grow professionally and to master and practice industry-leading methodologies and tools while helping to build and innovate the web of tomorrow.

The work is a hybrid model (remote + office in Belgrade).

Work Environment

Elementor is the leading website creation platform for professionals using WordPress. Our users are web creators - designers, business owners/entrepreneurs, developers, and marketers, who create multiple websites on a yearly basis. 

Since launching in Israel in 2016, our reach now extends to more than 180 countries, with users building over 8M websites using Elementor. Elementor based websites now comprise 6% of all websites in the world wide web (yes, 6%!!!).

Responsibilities

  • Learn Elementor’s technology and get to know the different services we offer our customers
  • Be trained in the inner workings of our tools, and become part of our select team of technical support experts
  • Triage new customer requests and drive the best course of action for their resolution
  • Communicate with Elementor’s customers, and liaise their service requests to our professional teams
  • Proactively engage with customers and facilitate their use of our products
  • Use different communication tools to enhance the customer experience and maintain the high availability of our support functions
  • Collaborate with other team members and departments to generate greater knowledge and contribute to an enhanced customer experience
  • Build up your customer service skills and develop your professional expertise

Requirements

  • Knowledge and strong proficiency in Elementor tools is a MUST
  • Previous experience in Technical Support (Tier 1 or 2) will be an asset
  • Experience with WordPress, HTML, CSS, and JavaScript
  • Experience with web development and inspection tools
  • Knowledge of PHP and other coding languages - an advantage 
  • Knowledge of web applications
  • Experience with web servers and infrastructure, hosting, cloud, and SaaS - an advantage
  • Web Design/Development background - an advantage
  • Ability to analyze and solve complex technical problems
  • Ability to fluently communicate complex technical ideas in English, in writing
  • Ability to break down a technical process and guide others through it
  • Ability to work under pressure
  • Organized and methodical
  • A team player who can also operate independently in a work-from-home environment (offshore Israel)
  • Exceptional courtesy, patience, and an overall “people person”

 


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