Job Details

Empowering Connectivity, Enhancing Performance

Our client stands at the forefront of wireless network innovation, providing world-class tools and solutions to design, analyze, and maintain top-performing networks. Their expertise helps businesses, schools, hospitals, and industries worldwide stay reliably connected. By combining advanced technology with a customer-first approach, they ensure seamless communication experiences in a rapidly connected world.

Job Description

As a Tech Support Specialist, you'll be the first touchpoint for customer inquiries-validating, classifying, and prioritizing requests to ensure efficient resolution. Your role blends customer communication, product understanding, and issue triage to deliver smooth, seamless support experiences.

Your Daily Tasks

Customer interaction & support

• Respond to incoming customer inquiries via phone, email, and online chat in a professional and courteous manner.
• Serve as the initial contact for technical support, gathering relevant information to determine the best course of action.
• Provide clear and accurate information about the company's products, policies, and procedures.

Product knowledge

• Maintain a foundational understanding of the company's products and services.
• Stay informed about product updates and improvements to provide current information to customers.

Issue triage & problem solving

• Analyze and classify customer issues to determine priority and appropriate support paths.
• Resolve basic issues independently and escalate more complex cases to specialist teams as needed.
• Identify recurring customer concerns and share insights with the broader team to support continuous improvement.

Team collaboration

• Work closely with teammates, technical experts, and leadership to ensure seamless customer support.
• Participate in team meetings, training, and knowledge-sharing initiatives to remain aligned and informed.

Administrative duties

• Accurately document all customer interactions, issues, and resolutions in the support system.
• Ensure customer records are up to date and follow standard operating procedures for case handling.

Communication

• Practice active listening and empathy when engaging with customers.
• Maintain a professional, patient, and friendly tone at all times.
• Clearly document and communicate relevant case details to internal stakeholders.

The Qualifications We Seek

• 2 to 3 years of experience in customer service or a support role is preferred.
• Strong verbal and written communication skills in English, as it is the primary language used in our support operations
• Ability to manage multiple tasks and prioritize effectively.
• Familiarity with helpdesk systems is a plus, particularly Zendesk, which is our primary support platform
• A collaborative mindset with a focus on continuous learning and improvement.

Job Overview

Employment type: Full-time

Shift: 9:00 AM - 5:00 PM MK Time

Work setup: Remote / Work from Home

Exciting Perks Await!

• Private Medical Insurance
• Access to Sportmaster
• Remote work arrangement
• Career growth opportunities
• Global career exposure
• Diverse and supportive work environment
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )

Who Are We

EMAPTA is proud to be recognized as a leading Global company with a steadfast commitment to excellence in outsourcing solutions. As part of our ambitious expansion strategy, we are thrilled to announce our entry into Macedonia, a country brimming with immense potential and a talented workforce. We firmly believe in the abilities of the Macedonian people and are eager to contribute to the country's growth and development. This expansion marks a significant milestone for us as we extend our global footprint into this promising region.

With our entrance into Macedonia, EMAPTA offers an exciting opportunity for professionals to work with a truly global company while enjoying the benefits of a local Macedonian office and support team. We are dedicated to bridging the best of two worlds by combining our international expertise with the rich talent pool and unique local insights that Macedonia has to offer. Our vision is to empower businesses with top-tier outsourcing services while fostering strong ties with the local community. EMAPTA's presence in Macedonia promises to be a mutually enriching collaboration that propels both the company and the country towards greater success on the global stage.

#EmpoweringPeople #EmaptaEra