Customer Support Representative

4 days ago

Belgrade Metropolitan Area, Serbia Data Tech International Full time €25,000 - €40,000 per year

Data Tech International
) is a Belgrade-based company that provides cutting-edge solutions and consulting services related to tax fraud prevention and fiscalization. Our flagship solution
TaxCore
enables fraud-free sales tax collection, helping tax administrations worldwide prevent tax-related frauds.

We came up with the latest solutions to prevent VAT fraud and tax evasion.

We are looking for a competent
Customer Support Agent
with at least 2 years of experience in similar roles who will become a part of our Support team.

MAIN TASKS

  • Handle all incoming requests with professionalism and accuracy.
  • Communicate clearly with customers/stakeholders and keep them updated on incident status.
  • Perform initial triage, gather logs and error details, and document all findings before escalating issues to QA/Developer teams.
  • Assist customers by providing information about our product, referring them to technical documentation and doing basic checks/verifications on our platforms.
  • Prioritize high severity issues and potential problems that might occur as a result of incidents.
  • Maintain accurate and complete records in the ticketing system and ensure that the status reflects progress to track SLAs efficiently.
  • Populate the knowledge database with problem/solution information.
  • Escalate incidents when necessary, providing full technical and contextual details.
  • Monitor incident history to detect recurring problems and propose improvements.
  • Adhere to SLAs and KPIs for internal processes to ensure timely and consistent support.

CANDIDATE PROFILE & QUALIFICATIONS

  • Fluent in spoken and written English (B2 or higher).
  • Hands-on experience with IT systems (Windows/Linux, networking, or web environments)
  • At least 2 years of experience in a similar customer service or technical support role (preferably in IT industry).
  • Familiarity with ticketing tools (such as Jira)
  • Strong communication skills and ability to explain technical issues clearly.
  • Detail-oriented with strong organizational and analytical skills.
  • Self-driven, eager to learn, and able to adapt to multi-cultural environments.

NICE TO HAVE

  • Familiarity with IT Service Management (ITSM) processes.
  • Experience in working with government institutions and regulatory authorities.
  • Familiarity with fiscalization and/or e-invoicing.

WE VALUE

  • Personal responsibility.
  • Attention to detail.
  • Openness to work in multicultural environments.
  • Good spirit.
  • Straightforward and honest communication.
  • Ability to step back and find solutions that fit into a bigger picture.
  • Constant drive to automate boring repetitive tasks.
  • Getting things done.

WE OFFER

  • Competitive salary.
  • Performance bonus.
  • Professional training (on-site, courses, conferences).
  • Hybrid work (flexible approach that combines office and remote work).
  • Multiple office locations (New Belgrade, Leštane).
  • Up to 30 days of paid vacation.
  • Private medical insurance.
  • Coffee and refreshments.

WHY WORK WITH US

Working for a company like DTI, which is focused on developing solutions to combat tax fraud, provides a sense of purpose and satisfaction, knowing that your work is making a positive impact on society.

DTI provides opportunities for professional growth and development, helping you build your skills and advance your career. Working with a team of experienced professionals also provides valuable mentorship and guidance.

We invite you to learn more about our philosophy.

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