About this role
About the Role The Technical Support Analyst provides frontline support for a cloud-based parking revenue management platform. This remote role requires strong critical thinking to tailor solutions to each client’s unique setup and operational context, and works within defined evening shifts (3PM–11PM or 4PM–midnight Belgrade time). What You'll Do
- Respond to customer inquiries via email, chat, and/or phone in a timely and professional manner
- Troubleshoot platform issues by evaluating multiple potential solutions and recommending the most appropriate course of action based on the customer's setup and needs
- Apply strong critical thinking to assess each support case individually, avoiding one-size-fits-all resolutions
- Ask targeted questions to fully understand a client's operational environment and needs before proposing a resolution
- Document support tickets accurately and thoroughly in the company ticketing system
- Identify recurring issues and surface them to Manager of Client Support for tracking and resolution
- Assist customers with account-related questions, billing inquiries, and general platform usage
- Collaborate with teammates to maintain and improve support documentation and FAQs What We're Looking For
- 1–2 years of experience in a technical support/SaaS service delivery, help desk, or similar role
- Strong critical thinking skills — able to assess a situation from multiple angles, weigh available solutions, and determine the best fit for the individual customer rather than defaulting to a single standard answer
- Microsoft Windows Server, SQL Server and IIS web site knowledge
- Comfortable working with web-based applications and able to explain technical concepts to non-technical users
- Basic familiarity with how web applications work (no coding required, but technical curiosity is a plus)
- Strong written and verbal English communication skills
- Ability to manage multiple tickets simultaneously and prioritize effectively
- A patient, empathetic, and solutions-oriented attitude
- Comfortable working independently and reliably in a fully remote environment
- Must be available to work either 3PM–11PM or 4PM–midnight Belgrade time Nice to Have
- Exposure to PHP-based platforms at a user/admin level
- Experience with support ticketing tools (e.g., Zendesk, Freshdesk, Intercom, Zammad)
- Background in parking, transportation, or hospitality industries Compensation & Benefits
- Benefits: Private health insurance; Fitpass