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Customer Support Representative

Location Sofia
Employment type Full-time

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

 

 

Location

AXSMarine is a leading provider of specialized maritime web-based software with presence in France, Bulgaria, UK, Greece, Singapore, USA, UAE and Germany. As a product company, we have over 18 000 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.

Are you interested in this job offer?

If you recognize yourself in this role, please send your CV to:  jobs@axsmarine.com.
All CV-s will be treated in strict confidentiality. Only shortlisted candidates will be contacted. 🙂