Customer Support Specialist (Kaunas office)

Athera Technologies, UAB

Skelbimas
Atlygis/Miestas
Apie įmonę

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.

Job oberview

We're expanding and looking for a tech-savvy Customer Support Specialist to provide first-line support across a diverse user base.

You'll handle a wide range of issues, including hardware and software troubleshooting remotely, (e.g., Outlook, Windows environment and other applications, VPN, printer issues) using tools like Jira, AnyDesk, and telematics platforms.

The ideal candidate is fluent in Lithuanian and English, has a service-oriented mindset, customer support experience, and takes ownership of issues until resolution. This role is based in our Kaunas office.

Key Responsibilities

Resolve various first line tickets submitted by customers through JIRA & email in English/Lithuanian.
Monitor recurring issues, track patterns, connect them into problems, and suggest improvements for best client experience.
Create and update internal guides, processes, and documentation.
Support colleagues throughout the work day by being a good team player.

Requirements (Must-Have)

Languages: Fluent in Lithuanian, and English (both written, spoken).
Experience using JIRA Service Management, as this will be your main work tool.
Strong communication skills - clear, calm, and solution-oriented approach, empathy.
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
Experience with Windows environment and it's tools.
Flexibility: Ability to work on-site in Kaunas office.
Flexibility: Ability to work in shifts (7-15 / 12 -20)

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 logistics sector.
Familiarity with ITIL - especially understanding key concepts like incident, service request, changes, and problem management, as we follow modern ITIL practices in our workflows

What we offer

Quiet, focused office space in Kaunas center.
Standard working hours: 8:00 - 17:00. Please note: occasional on-call shifts or rotating shifts (07:00 - 15:00 and 12:00 - 20:00 may be required).
Ability to work from home
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
Additional paid health insurance