Service Specialist

At TLScontact, we work with governments from around the world to provide visa and consular services on their behalf to travelers and citizens. Our core expertise, built up in visa processing, enables us to apply our secure processing experience to a wide range of government and citizen services, both abroad and in-country. Harnessing new technology, we support governments in their digital transformation, helping to improve efficiency and enhance customer service.

We are looking for a Service Specialist for our office in Belgrade, Sérbia

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As the Service Specialist, you serve as a key operational support point within the Service Operations tea

m.Reporting to the Service Specialist Manager, you will perform end-to-end incident handling, remote troubleshooting, assistance with configuration and miss use reporters, stakeholder communication, process support, and website content operations—all aimed at ensuring service continuity, quality, and consistent improvement

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Role and Responsibiliti**

• es:Service Support & Remote Troubleshoot
• ingPerform remote diagnostics and apply relevant questions/techniques to triage and reso
• lveconfiguration and miss use issues. Maintain regular communication with stakeholders on tic
• ketstatus via Jira and route incidents to appropriate tea
• ms.Take ticket ownership and ensure all tickets are assigned to appropriate teams, with relev
• antcomment, status and share updates with reporte

rs.Escalation & Documentat

• ionAct as the escalation point for issues or tasks. Ensure accurate logging, documentation, and closure of tickets, reflecting resolution details and next ste
• ps.Incident Managem
• entLead incident management efforts with the goal of restoring impacted services within agreed SL
• As.Triage and log incidents promptly, escalate when needed, and coordinate with prob
• lemmanagement workflows. Communicate clearly, timely, and concisely to business users and clients at all organizational leve

ls.Service Improveme

• ntsIdentify opportunities to enhance the incident process. Collaborate with the Service Management team to apply best practices and lessons learned. Maintain and update the knowledge base, refine article content, and expand understanding of service desk procedures, products, and servic
• es.Act as a Subject Matter Expert (SME) in designated service areas: lead the capture of domain-specific expertise, validate article accuracy, and serve as the technical authority for resolution guidance. Encourage Knowledge Management usage within the team and advocate for best practic
• es.Contribute to and maintain a structured knowledge base with resolutions, known errors,
• andoperational best practices. Regularly review and curate knowledge articles to ensure accuracy, ease of access, and team adopti

on.Website Content Supp

• ortCollaborate with in-country teams to publish, edit, and update content on TLScontact pub
• licwebsites. Conduct content audits to identify outdated information. Respond promptly to update requests and liaise with technical teams to resolve performance or functionality issues. Serve as an operational point of contact for content-related inquiries and support onboarding of new team members into website content process
• es.Monitoring & Escalation Management (S
• EM)Monitor service and system alerts proactively to detect anomalies or exceptions. Escalate critical events to the Service Manager or appropriate teams as per policy. Track key performance metrics (e.g. SLA compliance, MTTR, incident volumes), identify operational trends, and support reporting and continuous improvement strateg

iesYour profi

• le:Experience in a support role involving incident triage, ticket management, and stakehol
• dercommunication, preferably using Jira or similar syste
• ms.Strong remote troubleshooting skills, including structured diagnostic questioning and logi
• calescalati
• on.Excellent written and verbal communication skills in English; capable of interacting w
• ithinternal teams and external clien
• ts.Detail-oriented approach to ticket documentation, data integrity, and approval workflo
• ws.Familiarity with knowledge base management and content updating practic
• es.Proactive problem-solving mind-set with the ability to suggest and implement service improvement ide

as.Skills & Requiremen

• ts:Prior exposure to website content management or CMS too
• ls.Experience training or onboarding new staff in support environmen
• ts.Understanding of ITIL incident & problem management framewor

ks.

In TLScontact we are cultivating a supportive, inclusive working environment where all our employees can thrive and express their talent, whatever their gender, background, race, or religion. This is our way to build the most diverse and engaged talent pipeline where each employee's voice matter and valued. We believe that this approach will lead us to a long-term success as an organization in visa services indus

try.

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