Careers

We are currently seeking a Technical Support Specialist in Tirana, Albania. This position is an integral part of Shortcut, providing excellent customer service and technical support to our clients in relation to: 

• Internet (Level 1 & 2 support) 
• IPTV (Level 1 & 2 support) 
• Phone (Analog and VoIP) 

Role Objectives: 

• Provide technical support services to end users, including device troubleshooting for Internet, IPTV and phone devices. 
• Maintain quality customer service on all inbound, outbound and email interactions using Support Center Tools including Intermapper, Zabbix, and Jira/ Freshdesk ticketing systems. 
• Facilitate IPTV and Network interactions on behalf of the client end user 
• Monitor 24/7 all network links and IPTV systems 
• Collaborate with multiple departments to ensure issues are resolved 
• Acquire a level of knowledge in IPTV and Network services in order to exceed customer expectations 
• Provide training and documentation for IPTV/Network Services for Shortcut customers. 
• Assist with various projects and support as assigned 
• Maintain network security, user account creation/administration. 
• Must be available to work 40 hours a week, in three shifts 24/7 as required. 

Requirements: 

• 1 year support centre experience, technical support, and/or mobility/phone/IPTV/Network background, or related work experience 
• Strong organizational and customer service skills with the ability to communicate well both verbally and in writing 
• Experience with IPTV and Network will be a plus, but may not be required based on other experience 
• Strong communication skills both written and verbal English. Bilingual (French) is a big plus. 

Advantages: 

• Paid training 
• Vast network of cohorts to share ideas, strategies, and suggestions with 
• Very competitive salaries 
• Canadian work experience 

We are hiring a Customer Service Representative to represent our elite clients and deliver personalized customer experiences. The Customer Service Representative receives comprehensive training to ensure success in customer acquisition, retention, and support.

Our growing firm operating in Canadian Market offers the opportunity to grow professionally, enhance knowledge, and become an integral part of a genuine team of professionals. 

Role Objectives: 

• Garner knowledge of our clients’ products and services 
• Conduct accurate and compelling services presentations 
• Establish rapport with customers and understand their needs 
• Display a solutions oriented mentality to resolve inquiries 
• Collaborate with colleagues to enhance customer interactions 
• Observe, monitor, and record customer insights 
• Assist with lead generation and business development efforts 

Requirements: 

• 1 – 3 years of experience in a customer facing role 
• Prior experience in a team environment (professional/academic/athletic) 
• Participation in community service activities and/or philanthropic events 
• Affable with a team oriented mindset 
• Effortless ability to build relationships 
• Strong communication skills both written and verbal English. Bilingual (French) is a big plus. 
• Punctual and reliable with strong self-discipline 
• Must be available to work 40 hours a week in three shifts 24/7 as required 

Advantages: 

• Paid training 
• Vast network of cohorts to share ideas, strategies, and suggestions with 
• Very competitive salaries 
• Canadian work experience