Jaka Lounge currently supporting a product-based SaaS company headquartered in Belgrade in their search for a Tier 1 Technical Support Specialist.
This is a fully remote position, offering the opportunity to work with a globally used product in a structured, fast-paced, and customer-focused environment.
What you’ll do
- Handle customer inquiries and technical issues via a ticketing system
- Manage a high volume of support tickets while maintaining quality and response time
- Troubleshoot issues using a logical and structured approach
- Clearly and calmly explain solutions to users
- Escalate more complex technical issues to relevant teams
- Collaborate with product and development teams when needed
- Follow internal procedures and contribute to improving documentation and processes
Requirements
Must have:
- At least 6 months of experience in a support role (technical support is a plus)
- Experience handling a high volume of support tickets
- Basic knowledge of HTML/CSS and general IT troubleshooting skills
- Familiarity with the WordPress environment
- Excellent written English and ability to communicate clearly
- Strong empathy, professionalism, and confidence when dealing with users
- Organized and proactive work style with strong attention to detail
- Willingness to follow processes, accept feedback, and escalate issues appropriately
Nice to have
- Experience supporting SaaS products or triaging complex technical issues
- Ability to read CSS/JavaScript and use browser developer tools
- Understanding of WordPress structure (plugins, themes, admin, pages)
- Familiarity with ticketing systems and support workflows
- Basic SQL knowledge and ability to navigate databases
- Interest in improving documentation, processes, and product knowledge
If this sounds like a role where you could thrive, we’d love to hear from you.