We are looking for a Technical Support Representative for our Night Shifts, who will be the go-to expert for international clients using our SaaS platform, efficiently resolving their technical issues to ensure a seamless experience. Your expertise will play a crucial role in maintaining our customer satisfaction!
This is a full-time 1-year-contract position (with the possibility of extension) where you can work remotely in Bulgaria or join our colleagues in our co-working space in Sofia.
Some of the things youβll work on:
- Help the team identify, categorise, and troubleshoot technical issues, escalating complex cases to your Team Lead or relevant departments.
- Communicate predominately (99%) via e-mail to resolve progress to clients and the team promptly.
- Spot recurring client issues or requests to enhance our FAQ and Help Files.
- Collaborate daily with support, technical, and Customer Services teams to achieve personal and team KPIs.
- Provide customers with clear, professional, and error-free guidance and solutions.
- Rotate within your team to provide round-the-clock service for our international customers, working three weeks of early-night shifts starting from 5pm - 2am (with a one hour break), and once a month take over a week of night shifts from 1am - 10am.
Weβre excited if you have:
- Experience in a SaaS support/helpdesk role, with familiarity using Zendesk or a similar customer service ticketing tool.
- Scripting skills in languages such as Python or SQL, coupled with experience in working with REST/JSON/XML APIs, and the ability to understand and process log files.
- A strong ability to analyse and troubleshoot technical issues, delivering clear instructions to a non-technical audience. You are skilled at reproducing and debugging customer-reported issues across multiple layers of the technology stack.
- Outstanding communication skills in English, ensuring clarity and effectiveness in all interactions
- A tech-savvy nature with a keenness to learn and explore new technologies, and the ability to work well within a close-knit team.
Nice to have:
- Experience with Linux Shell.
Why youβll love it here:
- Flexible working hours and home-office
- Internal shares program (EDPP)
- Ergonomic workspace and cutting edge technology
- Budget for job relevant training
- 25 days annual leave (excluding Bulgarian public holidays)
- Regular team events (also remote)
- Modern and stylish offices
- Sustainable merch for all employees
- Adverity Social Responsibility Days (+2 days paid off)
Are you ready to apply?
Apply now if you are ready to revolutionise the way businesses work with marketing data. We look forward to receiving your application!
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Adverity
Adverity enables marketing and data teams to deliver a single, accurate view of all their data.
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