Technical Support Specialist

We’re searching for … Smartocto’s next Technical Support Specialist to join our team in Serbia Smartocto is a smart content intelligence system built with, and designed for, newsrooms, storytellers, and content creators. Our mission is to help our clients make their (news) stories more relevant, impactful, and profitable. With real-time notifications on story performance, we turn your data into action! Smartocto is a SaaS company with a strong international client portfolio and we’re looking for an experienced Technical Support Specialist to help us grow and innovate our products. Would you like to work at an international, dynamic, and ambitious scale-up? Do you enjoy providing technical support to the biggest media brands at a company where no two days are the same? This is your chance! As a Technical Support Specialist, you will: Provide required support for installing tracking scripts on the client's side Communicate with customers to quickly identify the core of their issues Manage users in our applications Provide timely and accurate customer feedback Follow up with clients to ensure problems are resolved Write and review technical documentation of the product / maintain knowledge base Create and organize JIRA stories and tickets Work closely with other development teams on solving client related issues Diagnose and report potential bugs and irregularities to the Product team Proactively anticipating customer inquiries and building trust Must have qualifications: Knowledge and active use of HTML/CSS/JavaScript Knowledge and active use of RDBMS SQL and NoSQL Knowledge of web technologies: REST API, AJAX, Experience in building/maintaining custom CMS and/or WordPress sites Experience with leading technical calls with client technical teams Experience in identifying trends in customer issues and knowledge-sharing with the team Previous customer-facing roles within a SaaS environment is highly desirable Strong organizational skills, including the ability to effectively prioritize tasks Fluent in English with excellent writing skills Big plus qualifications: Experience with JIRA Experience with GTM (Google Tag Manager) Experience with Scrum methodology Experience with MySQL or PostgreSQL databases Experience with Elasticsearch Customer service experience in a fast-paced, dynamic environment If you find yourself among these lines, don't hesitate to apply for a position! The job comes with good secondary benefits, like a remote work setting, flexible working hours and vacation policy, 100% paid sick leave, paid conferences and education, and maybe the best of all: trips to the Netherlands!