Our office in Sofia was opened in 2011. 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: Customer Support Representative.

Role

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.

Requirements

• 1+ year of experience in Customer Service or 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
• Excellent time management of own tasks
• Previous experience in working with SaaS will be considered as an advantage
• Technical support experience would be considered as an advantage

Responsibilities

• 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 about problems previously solved by the support team
• 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

• Opportunity for professional development
• Calm and friendly working atmosphere
• Skilled and supportive colleagues who will introduce you to our work process
• Regular teambuilding activities
• Additional Health insurance including dental care
• Company sponsored sport & relax cards
• Vouchers for newborn
• Additional bonuses for seniority in the company
• Different corporate discounts
• Modern offices
• Options for working remotely or combining work from home and work from our office