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Night Shift 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: Night Shift 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. The Customer Support Representative will be part of the Night Shift Support Team.

 

Requirements

 

  • 1+ 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.

 

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
  • 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?

All CV-s will be treated in strict confidentiality. Only shortlisted candidates will be contacted. 🙂