About the Role

Ptera Technologies is seeking a professional, service-oriented Customer Care Representative to join our growing team in Prishtina. In this role, you will serve as a key front-line contact for our clients—handling inquiries via chat, email, and phone to deliver timely, accurate, and helpful support.
You’ll work with clients across various industries, including tech, finance, and the public sector. While Project Managers and Customer Success Managers focus on strategic delivery, your mission is to ensure every client interaction is smooth, respectful, and solution-driven.
This is a hybrid role, based in Prishtina, operating on a U.S. time zone schedule.

Key Responsibilities

• Respond to client inquiries via live chat, email, and phone with professionalism and clarity
• Diagnose issues, answer product-related questions, and escalate complex technical problems
• Assist with client onboarding, including platform access and basic functionality guidance
• Accurately log all communications in our support and CRM platforms
• Monitor active tickets and ensure timely resolution according to internal SLAs
• Collaborate with project, product, and technical teams to address client needs
• Identify recurring issues and contribute to internal documentation or process improvements
• Maintain a consistent, client-focused tone across all communications
• Follow up with clients to confirm resolution and satisfaction

Required Skillset & Qualifications

• 2+ of experience in customer support or client service, preferably in tech or SaaS
• Excellent English communication skills (written and verbal), including strong phone etiquette
• Patient, detail-oriented, and committed to delivering high-quality support
• Proficiency with support tools such as Zendesk or similar platforms
• Highly organized and capable of managing multiple requests concurrently
• Positive, collaborative team player with a service-first mindset
• Comfortable working with CRM systems and internal knowledge bases

Nice to Have

• Spanish language proficiency
• Experience supporting B2B or enterprise-level clients
• Familiarity with Jira, Confluence, or other internal documentation tools
• Previous experience in a software or digital services company
• Understanding of basic IT or development concepts

What We Offer

• Flexible hybrid work based in Prishtina with a dynamic, collaborative team
• International work environment with offices in Prishtina and New York
• Opportunities to work with global brands and forward-thinking companies
• Modern office spaces and top-tier workstations
• Healthy snacks and refreshments provided on-site
• Comprehensive benefits packages.
• Competitive salary and benefits package.
• A youthful, energetic team culture built on trust, growth, and support