Technical Support Specialist

We’re looking for a Technical Support Specialist to join Bithat, part of ASEE Romania! In this role, you will provide the appropriate level of support in a timely manner in order to achieve customer satisfaction according to company technical procedures, standards and policies.

What are the Key Challenges and Goals?

• Act as the first point of contact for customers through Jira Service Desk, email or phone (only for critical issues), offering functional guidance and troubleshooting support;
• For more complex issues, ensure they are well documented and collaborate with product and implementation teams in order to effectively resolve customer issues;
• Ensure timely follow-ups and resolution of support tickets;
• Maintain positive communication and relationship with the customer during issue resolution;
• Participates in maintenance operations and provide the appropriate level of technical support to ensure system availability, reliability and fulfill requirements according to the specifications and SLAs;
• Simulate problems reported by clients and test solutions before they are sent to clients and create user acceptance tests to ensure quality control of the delivered solutions;
• Record and update reported issues descriptions and solutions for later usage through Knowledge Base in order to contribute to the team knowledge and service improvement.

Requirements:

• 2 years of relevant experience within technical support roles for software products;
• Prior experience with Jira Service Desk or another ticketing platform;
• Good technical understanding of IT products;
• Attention to details and the ability to prioritize tasks;
• Fast learner who has the ability to analyze and synthesize information;
• Outstanding communication skills and a positive attitude.

Not mandatory, but would be a plus:

• University Degree or technical education background;
• SQL understanding;
• Experience with API testing using tools like Postman; familiarity with HTTP methods and JSON;
• Knowledge of networking basics (TCP/IP, DNS, VPN, firewalls etc.).

Benefits:

• We offer a hybrid work model with the option for full remote—the choice is yours. Whether you prefer to come into the office a few days a week or work entirely from home, we support the setup that works best for you;
• Since we value health, you will have access to the private medical system from day one and you can include your family members (wife/kids) at a preferential rate negotiated by ASEE/Bithat;
• We know is important for you to expand your knowledge and to keep up with market trends in your field, so we have trainings (internal and external) you can attend – we support the training costs for you;
• All you can read – thru our partnership with Bookster;
• We also have fun – every year we organize Team Building, Christmas Party, and Kids Christmas Party;
• Professional development opportunities and resources.