Technical Support Specialist (Level 1)

• At least 2 years of relevant experience in a similar role;
• Bachelor’s degree in technical field preferable;
• Very ︉︄︈︄︍︄︍︄good interpersonal skills;
• Results and customer orientation;
• Openness to change;
• Initiative and proactive attitude;
• Ability to meet tight deadlines and handle pressure;
• Ability to understand and follow procedures;
• Ability to explain technical issues to non-technical users;
• Logical and analytical thinking;
• English language - intermediate level;

• Represent the first point of contact and respond for all IT incidents reported through the helpdesk application, work ︁︀​︈︈​︈︈​︁︉︂email and call-center ︁︀​︂︃︃​︉︆​︆︄systems;
• Evaluate reported incidents resulting in either their resolution or escalation to direct supervisor;
• Prioritise, schedule and escalate issues (when required) to level 2 and level 3 technical support;
• Provide remote support using specific applications;
• Collaborate with colleagues from the technical department and other colleagues from related departments to solve more complex problems;
• Record, track ︁︀and document helpdesk requests and problem-solving process;
• Document solutions to common problems and maintain a knowledge base for internal use. Share knowledge and best practices with team members to foster a collaborative environment;
• Tracking the technical support process until the ticket is closed and ensuring that the partners are satisfied with the solutions provided;

Founded in 2014 in Romania, While1 Software is a SaaS development company with a holistic view of business’ needs, grounded on his extensive knowledge in eCommerce ecosystems and VoIP environment. We’re assisting businesses to meet today’s smart customer expectations via our automated backend platforms, While1 Shop and While1 Voice.

Software development expertise with a DevOps approach, being backed by a profound understanding of eCommerce environment. While1 Software started addressing online business needs by delivering results for themselves in the first place, as the founders of the company began as eCommerce entrepreneurs, growing and maintaining various successful online stores. Thus, we began to understand that a robust and feature rich back-end systems put you one step ahead of the game.

Our multi-disciplinary team has a wide experience in software development, being able to provide various additional services for a complete assistance: intelligent third-party integration, specialized consulting, cloud hosting, email marketing, project management, custom development on-demand, replatforming, disaster recovery and business continuity tailored plans and many others. Customer support and ongoing updates are a foundation brick of what we deliver, ensuring the continuity and robustness of our trustworthy platforms so they’ll never get old. We’re building and nourishing long-term relationships with our customers and that’s witnessed by a diversity of active maintenance projects.