Customer Support Specialist

- **Company Description**

**IWFirstCall**
is a certified
**24×7 Customer Care Center**
providing NOC support, technical services, and BPO solutions to enterprises, communication service providers, and insurance companies. Our teams deliver reliable, professional support with a strong focus on service quality, fast response, and effective incident resolution.

- **Role Description**

The
**Customer Support Specialist**
is a
**full-time, on-site position based in Bitola**
.
**This is an office-based role operating 24/7, including shift work, weekends, and holidays as required.**

The role involves handling customer inquiries through phone, email, and other channels, providing accurate information, troubleshooting issues, and coordinating with NOC and internal teams. The specialist will document and escalate incidents, monitor and follow up on open tickets, communicate updates to customers, and ensure service-level requirements are met.

**Qualifications**

- Experience in
**customer service, technical support, or a structured support environment**
.
- Excellent
**English communication skills**
, both written and spoken.
- Strong interpersonal, listening, analytical, and problem-solving skills.
- Ability to troubleshoot basic technical issues and work with NOC/engineering teams.
- Comfortable working with
**ticketing, CRM, or similar support systems**
.
- Willingness and availability to work
**24/7 shift schedules, including nights, weekends, and holidays**
.
- Previous BPO, customer support, or technical support experience is an advantage.