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Night Shift Customer Support Representative

Location Sofia
Employment type Full-time
Entry-level Junior

SofiaMarine is part of the AXSMarine group - a leading provider of specialized maritime webbased software with offices in Paris, London, Sofia, Singapore and Stamford. As a product company, we have over 10 000 users, essentially shipbrokers, operators, owners, charterers, research firms and financial institutions. AXSMarine provides chartering solutions for all shipping business segments – Dry Bulk, Tanker, Gas, Liner and Offshore.

 

Our office in Sofia was opened in 2011 and since then the whole IT, Data and Business teams are located here. Our team is constantly growing and we want to reinforce our global positioning.

 

We are therefore now looking to hire a person to endorse the role of:

Night Shift Customer Support Representative.

 

Your role would be to acquire deep knowledge of our specific software product area, reinforce it with advanced interpersonal & communication skills and use it to provide high quality support to our customers. This role balances numerous priorities across customer requests, troubleshooting, escalation channels, QA assignments etc. The Customer Support Representative will be part of the Night Shift Support Team.

 

 

Requirements

 

  • 2+ years of extensive experience in Customer Support field, preferably in a Software Support team
  • Fluent English – both written and spoken
  • Customer oriented approach and ability to handle various daily customer requests
  • Very good communication and presentation skills
  • Strong analytical and problem-solving skills, ability to get in depth of customers’ requests
  • Strong initiative and autonomy
  • Ability to capture information easily, summarize it and provide it briefly
  • Previous experience in working with SaaS will be considered as an advantage
  • Technical support experience would be considered as an advantage
  • Working schedule (Monday to Friday): 7 hours shift with 1 hour break within 7:30 p.m to 9:30 a.m.

 

 

Responsabilities

 

  • Consult customer product inquiries via email, chat sessions and telephone. Assistance may include in-depth troubleshooting, creation of custom solutions, and providing instructions to the customer
  • Ensuring tasks and customer requests are handled properly in a timely manner
  • Create and submit detailed case logs, documenting customer interactions
  • Participate and contribute in the creation process of knowledge articles
  • Constantly improve business and products understanding
  • Proactively communicate with customers to increase customer retention and value
  • Participate in the Quality Assurance process by testing the products
  • Collaborate with other teams, intervene and/or take ownership of cases

 

 

We offer

 

  • Attractive remuneration package
  • Opportunity for professional development in a progressive international company
  • Friendly, nice and calm working atmosphere
  • Open communication at all levels in the company
  • Teambuilding events
  • Additional health insurance including dental care
  • Drinks & snacks in the office
  • Company sponsored sport & relax cards
  • Additional vacation days
  • Bonuses for seniority in the company
  • Different corporate discounts
  • Conveniently located modern office in Sofia's central area
  • Options for combining work from home and work from our office

 

If you are interested in this job offer please send your CV in English.