Monitoring and Customer Support Operator

Chip Card is one of the leading processors of payment transactions operating in the territory of the Republic of Serbia and the region since 2004, and represents a reliable and stable partner to its clients – banks, sellers and other financial and non-financial organizations. The Chip Card business consists of two business lines: The payment transaction processing operations intended for banks and financial institutions, and operations of the eMoney Institution, e-Commerce and POS integration, intended for sellers.

About Your Role

As a Monitoring and Customer Support Operator in our Monitoring team, you will:

• Resolve client issues via ticketing, email, or phone, following procedures and maintaining positive communication
• Providing the first level of support in solving problems (technical actions carried out to control and restore the service)
• System monitoring and service delivery (through monitoring dashboards, system notifications, service applications)
• Execution of client requests (generation of necessary reports, implementation of activities on part of configuration parameters for cards)
• Monitoring incoming emails with client requests and various system notifications
• Report regularly on service quality, ticket status, and key performance indicators
• Stay updated on technological innovations to ensure processes align with client contracts and specifications.
• Follow work procedures and processes to meet standards and key performance indicators.
• Create and update documentation to align with client requirements and ensure internal knowledge sharing.

About you

• You have 1+ years of relevant experience in customer support duties, or you want to gain experience in this field
• You have a bachelor’s degree, completed undergraduate studies, or secondary education
• You are ready to work in shifts (day, night) - 12 hours (Combined shift regime with a period of rest from duty)
• You have intermediate level of English language
• You are a problem solver, detail-oriented, and resourceful
• You are team-oriented

What we offer

• Full-time indefinite employment
• Never work alone - inspiring teammates
• Onboarding journey - supervisor to learn, buddy to fit into the team
• Shake your brain - knowledge Infusion soft skills academy
• Personal and family well-being - private health insurance for you and your immediate family
• Carefree retirement days - voluntary retirement scheme
• New financial investments? - favorable terms in cooperation with particular banks
• Dedicated employees - awarded employees
• ASEE cares for family – benefits for parents (more days off, paid part-time working hours, Full time Mom, gifts for kids)
• Birthday checklist - older wiser - paid day off
• Other benefits (hybrid working model, casual dress code, team-building activities, New year parties, free refreshments)

When you join us, we want to ensure you feel valued – and that you are rewarded for your outstanding work.

• Please note that your application will be stored in our recruiting base for 1 year. It will only be used for recruitment and selection purposes and will not be shared with third parties. Please do not submit additional documents.

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