Technical Support Representative - Night Shift
Adverity
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See open jobs at Adverity.See open jobs similar to "Technical Support Representative - Night Shift" Sapphire Ventures.IT, Customer Service
Sofia, Bulgaria
Posted 6+ months ago
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 you’ll 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.
We’re 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 you’ll 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!
This job is no longer accepting applications
See open jobs at Adverity.See open jobs similar to "Technical Support Representative - Night Shift" Sapphire Ventures.