Jobs Bosnia and Herzegovina

IT Support Agent (Trainee)

Job Title	IT Support Agent (Trainee)
Employer	Glide
Adress: Country	Bosnia and Herzegovina
Address: City	Stup
Work type	Internship
Expected Salary	1958 BAM
Posting Date	Tue Jun 10 2025
End Date	Sat Jun 21 2025

Description:

We’re hiring a Remote Tech Support Agent who’s calm under pressure, patient with people, and quick with solutions. You’ll be the first line of defense when something isn’t working — whether it’s a login issue, a software bug, or a confused user who just needs a bit of guidance. You’ll handle incoming tickets through chat, email, or voice, and your calm, reassuring presence will help customers feel supported from start to resolution. You’ll manage support tickets through email, chat, or phone, ensuring each one is resolved or escalated quickly and thoroughly. You’ll document common issues, flag bugs for the dev team, and help improve our knowledge base so that users can help themselves next time. You’re organized, responsive, and can manage multiple conversations at once without sacrificing quality or empathy.

Basic Qualifications:

• Work with product and QA teams by flagging bugs, edge cases, or confusing flows that frustrate users.
• Assist users with account setup, login issues, app errors, or updates—basic stuff, but critical to user experience.
• Guide users step-by-step through solutions in clear, simple language—even if they’re not tech-savvy.
• Be curious, adaptable, and always ready to learn—tech changes fast, and so do the questions.
• Support customers in different time zones with flexible hours and clear communication across shifts.

Preferred:

• Values empathetic service, even when customers are frustrated or confused.
• Capable of escalating complex issues while documenting troubleshooting steps clearly.
• Can identify recurring issues and suggest improvements to internal documentation.
• Familiar with screen-sharing tools and remote desktop protocols.
• Open to learning new software and systems quickly through training or self-guided exploration.

Benefits:

• You’re not just solving problems — you’re making the internet a better place, one user at a time.
• You’ll actually be trained — not just thrown into a ticket system and told “good luck.”
• Mental health breaks and wellness days are part of the culture.
• Support leads who’ve done the job themselves — not just managing from a spreadsheet.
• Work from home — pajamas, coffee, and helping users solve real problems.

Experience with support tools like Zendesk, Freshdesk, or Help Scout is helpful, but what matters most is your ability to communicate clearly and remain composed when things get messy. You’ll help identify patterns in user feedback and advocate for improvements across the board. Experience with support tools like Zendesk, Help Scout, or Freshdesk is helpful, but not required — we’ll train the right person. If you’ve ever fixed a family member’s Wi-Fi over the phone — and enjoyed it — this is probably the right job for you. If you’ve ever been told, “You explain things better than Google,” this is your role. Let’s raise the bar for what customer support can be.