Customer Service Representative (m/f)

Zagreb, Osijek, Rijeka, Croatia

Customer Service Representative

Do you want to learn new technology and to be part of a team that works with some of the biggest IT companies in the world? We thought so.

Touch Support is a US-based company that works a strategic partner to diverse technology firms and assists them with 24x7x365 exceptional customer service. Our teams support a wide range of technologies, including Linux, Windows Servers, various Cloud platforms, and SaaS. Our team members anticipate customers needs using our proprietary customer experience optimization framework to provide the best possible customer experience.

Since 2015 we are experiencing strong but stable growth, and we have grown into a multinational company with almost 200 employees with several offices in the United States and Europe. Our European offices are opened under Hands on Server Support d.o.o. as our international brand.

What do we offer?

  • We take great pride in our educational approach. After initial training is completed, you would be immersed in a dynamic work environment to reinforce training, with the strong team and senior staff to back you up. 

  • You will be able to further your education with valuable technical certifications paid by the company. 

  • The promotional path is clearly defined, and you will know what’s required to achieve the next step in your career. Additionally, if you want to try management or project management positions, there are advancement opportunities available as well. 

  • Stability is very important for our employees, and we couldn’t agree more. In order to ensure that stable environment, all of our Employment contracts are in the indefinite period of time. 

  • We are particularly proud of our great teamwork and comradery in the Company. The team is always ready to lend a helping hand in need, and the office atmosphere is quite laid-back: If you feel comfortable wearing slippers, that’s fine with us!

  • Your team members are located in several different offices across Croatia and outside of Croatia as well. We encourage our staff members to travel to these locations to meet with their co-workers. 

  • We keep our cupboards stocked with a variety of tea and coffees to give everyone that extra boost, especially during the night shifts!

Requirements for all the positions

Hire for character and train the skill, is one of the main principles in our selection process, as we believe there are more valuable features than just a specific skill set or working experience. Successful candidates who join our team possess excellent self-motivation, a positive personality, and respect for both clients and colleagues. 

  • A successful team member will anticipate customer needs while being positive and solution-oriented. 

  • Excellent communication skills in the English language is a must, considering that Touch Support exclusively provides support in English. 

  • Candidates need to be ready to lend a helping hand or pass on their knowledge as they grow with the company. Camaraderie counts, and there are no one-hit wonders here! 

Please submit your application in the English language. Applications submitted in any other language will not be considered.

Responsibilities and goals you’ll own: 

  • Respond to and resolve customer questions through chat, email and telephone calls quickly and effectively

  • Assist in onboarding, educating, and supporting our customers through their journey

  • Help and provide guidance to our customers with technical, and billing related questions

  • Act as a customer advocate by passing along unique questions and challenges that you see our customers are experiencing

  • Increase customer satisfaction and build loyalty by providing an amazing, personal customer experience

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