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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!

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Technical Support Specialist