Support Crew Member
Join a structured retail support team where ownership, teamwork, and problem-solving matter. Help stores succeed while growing in a professional and fast-paced support environment.
THE ROLE
As a Support Crew Member, you will be part of a retail-focused Service Desk supporting stores with technical and operational issues across daily operations.
This is not a traditional high-volume call centre environment. The role focuses on structured support, ownership of issues, and maintaining clear communication throughout the resolution process.
You will work closely with internal teams, stores, and external partners to ensure incidents and requests are handled efficiently and professionally.
We are looking for team members who are comfortable working in a structured SLA-driven environment and who take responsibility for ensuring support is delivered to a high standard.
RESPONSIBILITIES
INCIDENT & REQUEST MANAGEMENT
Log, categorise, and prioritise incidents and requests accurately
Ensure all support interactions are documented correctly
Manage tickets through to resolution, including escalation where required
Follow up on open cases and maintain ownership until closure
Verify solutions before completing cases
TECHNICAL & USER SUPPORT
Troubleshoot POS systems, retail applications, and user-related issues
Support stores with functional “how-to” guidance
Diagnose connectivity, hardware, and peripheral issues
Use approved remote support tools to restore functionality
OWNERSHIP & COORDINATION
Take responsibility for issues from start to finish
Coordinate with internal teams, suppliers, and external stakeholders
Ensure tickets are assigned and progressed correctly
Drive communication and follow-up across all involved parties
COMMUNICATION & SERVICE QUALITY
Maintain professional and structured communication with stores
Provide regular updates throughout the support process
Escalate wider operational issues where necessary
Ensure service quality and consistency are maintained
CONTINUOUS IMPROVEMENT
Document resolutions and troubleshooting steps clearly
Contribute to knowledge base improvements
Identify recurring issues and suggest improvements
Support the ongoing development of support processes
SKILLS & EXPERIENCE
Strong troubleshooting and problem-solving abilities
Structured and organised way of working
Ability to manage workload within deadlines and SLA targets
Strong written and verbal communication skills
Comfortable providing remote support
Experience with ticketing systems is an advantage
Retail or POS support experience is beneficial but not required
WORKING HOURS
Support operations run across mornings, evenings, weekends, and public holidays.
We offer flexible part-time schedules depending on operational needs and individual availability.
Working hours are planned in advance to ensure stability, fairness, and predictable scheduling.
Remote work may be considered depending on role structure and operational requirements.
- Locations
- Skopje
- Remote status
- Hybrid
About FIXATE
WE’RE NOT HERE TO TICK BOXES.