Support Specialist L1

About the role

The Support Specialist L1 provides first‑line technical and application assistance to Shiji customers, handling incoming requests via email, phone and ticketing systems. The role involves monitoring alerts, documenting incidents and supporting client onboarding.

Key responsibilities

• Monitor and manage incoming support requests, ensuring timely resolution.
• Handle and escalate P1/P2 critical issues according to internal procedures.
• Troubleshoot system performance and usability problems and maintain communication with clients.
• Escalate complex technical issues while retaining ownership of customer communication.
• Monitor system alerts and proactively report service‑impacting incidents.
• Document customer interactions, incidents and resolutions in internal systems.
• Support onboarding activities for new clients and provide basic product training.

Required profile

• Experience supporting customers over the phone and using remote‑access tools.
• Empathetic, people‑oriented with strong relationship‑building skills.
• Excellent listening and problem‑solving abilities.
• Fluent in English and Spanish.

Required skills

• Remote Access Tools
• Ticketing systems

What we offer

• Part‑time contract (≈28 hours/week) with hybrid work model (2 days onsite).
• Language bonus of €150 for daily use of a foreign language.
• Modern office in the heart of Žilina with coffee, fruit and regular company events.
• Extra holiday days based on years of service.
• Equipment provided (laptop, monitor, accessories) and access to language courses and training.