Customer Support Specialist

Athera Technologies, UAB

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Highlights
Company

About Athera Technologies

Athera Technologies provides IT support and system management for several companies, including one of the largest logistics companies in Lithuania. We focus on solving real problems, developing our own products, improving internal tools, and helping clients do their jobs more efficiently, from administration staff to truck drivers.

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We're looking for a tech-savvy Customer Support specialist to provide first-line support across a diverse user base, from truck drivers and logistics staff to administrative employees and managers.

You'll handle a wide range of issues, including hardware troubleshooting (e.g., tablets, printers, computers), software support (e.g., Outlook, Windows environment and other applications), and systems monitoring, using tools like Jira, AnyDesk, and telematics platforms. The ideal candidate is fluent in Lithuanian, Russian, and English, has a service-oriented mindset, and takes ownership of issues until resolution. This role is based in our Kaunas office and follows ITIL-aligned support practices.

Key Responsibilities

Resolve various first line tickets submitted by customers through JIRA & email
Communicate with truck drivers and logistics coordinators via JIRA and phone, to solve reported issues, in Russian/English languages
Troubleshoot mobile and tracking equipment: tablets, telematics systems
Monitor recurring issues, track patterns and suggest improvements
Create and update internal guides, processes, and documentation
Support colleagues throughout the work day

Requirements (Must-Have)

Languages: Fluent in Lithuanian, Russian, and English (spoken and written; at least B2 level)
Experience using Jira Service Management including triage, status updates, selecting affected services, setting impact/urgency, and communicating with users
Strong communication skills - clear, calm, and solution-oriented approach
Experience with Windows environment (Outlook, Teams, basic troubleshooting, settings, etc.)
Previous experience in customer or technical support and customer first mindset
High attention to detail and ability to follow and improve processes
Strong sense of ownership and responsibility
Ability to work on-site in Kaunas

Nice to Have

Familiarity with monitoring tools (e.g., Zabbix, Grafana, Graylog)
Experience with remote support tools (e.g., AnyDesk, TeamViewer, N-able)
Understanding of GSM networks (3G/4G), roaming, and GPS systems
Experience using AI-based tools or scripts for troubleshooting/efficiency
Familiarity with ITIL - especially understanding key concepts like incident, service request, change, and problem management, as we follow modern ITIL practices in our workflows

What we offer

Quiet, focused office space in central Kaunas
Weekday schedule (Monday - Friday, typically 8:00 - 17:00, working hours may shift as we align with client support hours)
Supportive onboarding with a dedicated colleague
Friendly, mature and experienced team that values efficiency and clear communication
Real responsibilities and the chance to improve how things work
Client referral bonuses
Health insurance