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Technical Support Specialist



IT, Customer Service
Macedonia (FYROM)
Posted on Monday, September 4, 2023

About Cognism

Cognism is the leading European lead-generation company, providing Business-to-Business Software-as-a-Service to over 1,000 clients across Europe, America, and the rest of the world. It is a rapidly growing UK tech company that has over 400 employees in 6 countries after only 5 years of operations. Our specialities include - Lead Generation, Sales, AI, ABM, Outbound, Data Cleaning, Email Verification, Data Enrichment, Outbound Marketing, Lead Prospecting, and GDPR.

We are seeking a Technical Support Specialist to join our Skopje Team on a full-time basis and be the first point of contact for our customers and provide software application support. You will be part of the team in charge of providing a positive
experience to customers in need of help and troubleshoot customer queries via email-to-ticket, chat and remote support sessions. This role would suit those who are passionate about supporting customers, tech savvy and having working knowledge of web-based solutions ideally gained in a tech company.

Main Responsibilities
*Provide frontline support to clients, triaging and managing tickets of variable technical complexity
*Ensure that chat and ticket SLAs are honoured.
*Proactively identify cases that require escalation, technically or strategically, escalate accordingly.
*Handle various tasks or tickets with changing priorities
*Take ownership of query and drive it through to resolution
*Be a customer advocate and drive amazing customer service to our external customers
*Refer to internal database or external resources to provide accurate tech solutions
*Participate in holiday on-call rotation as required (holiday premium pay)

  • A strong sense of cultural communication nuances when dealing with international clients
  • Exceptional written communication and attention to detail
  • Ability to explain customer enquiries in a clear and easy to understand way to tech and non-tech audience
  • Problem solving skills – the ability to think outside the box with a desire to learn and improve
  • Flexible, collaborative approach to working with broad cross-functional teams
  • Demonstrated ability to work with a variety of IT tools, knowledge base architecture and proficient in Microsoft Office suite
  • Understanding about CRMs and why businesses use them. Past experience of working with a CRM is a plus.
  • Familiarity with chat support systems like Intercom, Zendesk etc.
  • Experience working in a B2B, or SaaS environment would be highly regarded

Join a positive and friendly culture where learning is valued and supported. We are a tight-knit team that empowers people through leadership, training and knowledge-sharing. We also offer several benefits that might interest you:

  • Hybrid work model/work from home
  • 24 days of vacation
  • Annual Performance Bonus
  • A strong focus on work/life balance with access to Birthday leave and wellness allowance
  • Snack bar at the offices at all times
  • Access to Cognism’s Employee Assistance Programme with Health Assured
  • Company activities and team-building adventures
  • Employee Referral Programme
  • Private Health Insurance

If you don’t meet 100% of the qualifications outlined above, that’s okay! We believe in hiring people, not just skills. So, if you have a passion to learn and you’re excited about technical support you are welcome to reach out to us. We look forward to meeting you!