Technical Support Specialist (L1)

Welcome to Syrve, a leading provider of comprehensive software solutions for cash registers and restaurant management. With a strong foothold in the international market, we are proud to serve over 9000 customers worldwide and counting.

Role Description

We are looking for a Technical Support Specialist to join our team and provide exceptional support to our users. In this role, you will be the first line of contact for clients, assisting them with technical issues, troubleshooting software and hardware problems, and ensuring a smooth user experience.

You will also be responsible for consulting users on how our software works. This includes answering functional questions, guiding them through features, and helping them understand the product’s capabilities. Your ability to explain complex concepts in a clear, user-friendly way will be key to ensuring client satisfaction and success.

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.

• Hands-on experience with Windows/Linux/Mac OS environments.

• Good understanding of computer systems, mobile devices and other tech products.

• Ability to diagnose and troubleshoot basic technical issues.

• Familiarity with remote desktop applications and help desk software (eg. AnyDesk, TeamViewer).

• Excellent problem-solving and communication skills.

• Ability to provide step-by-step technical help, both written and verbal.

• BS degree in Information Technology, Computer Science, or a relevant field.

• Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus.

Responsibilities

• Helping users no matter what issues they experience.

• Registration of all client requests in the task management service.

• Ask customers targeted questions to quickly understand the root of the problem.

• Provide prompt and accurate feedback to clients.

• Properly escalate unresolved issues to the appropriate internal teams.

• Providing advice to clients on using the software.

• Prioritize and manage several open issues at one time.

• Receiving and resolving requests via email.

• Acting as the first line of support for various integrations.

• Creating new instructions in the knowledge base.

• Maintain jovial relationships with clients.

We offer

• Engaging work environment with highly qualified specialists.

• Opportunities for professional development and career growth.

• Competitive paid time off and paternity leave.

• The chance to work in an international company with a diverse team.

• Compensation for English language course.

• Comprehensive health insurance coverage.

• Work schedule is 2-2 or 5-2.