Location: Sofia-based, remote-first (ideally 1 day/month in Sofia office)
Function: Support
Type: Full-time, Permanent, Monday to Friday, afternoon shift 3pm-12am.

Overview

We are looking for a Technical Support Specialist to join our team and to resolve customer challenges, ensure product success, and foster loyalty. You'll be working in a team that prides itself on giving a world class service with enviable metrics and statistics that we’re committed to maintaining. 
This is a front-line customer support role which require technical background and skills.

Key Responsibilities:

• Technical Troubleshooting: Resolving product, software, or technical issues to ensure functionality. Working on investigation of bugs as well to establish root cause analysis, and work to fix and prevent from happening again.

• Platform Status: Perform daily checks of the technical status of Jiminny platform, monitor the monitoring systems for issues, resolve them, or escalate them to a higher-level.

• Data Integrity: Executing commands, fixing data in the database and creating db reports

• Product Guidance: Assisting users in understanding and effectively using products.

• Inquiry Resolution: Answering questions regarding product features or technical specifications.

• Feedback Collection: Gathering, analysing, and sharing customer insights with product teams to drive improvements.

• Omnichannel Support: Managing interactions across various channels, including live chat and email.

Requirements:

• Excellent verbal communication skills with a customer-friendly attitude;

• 2+ years experience as a Technical Support Specialist managing cases throughout the entire Support lifecycle;

• Experience in using Support platforms (Intercom, Jira, Planhat);

• Excellent spoken and written English;

• Ability to identify, analyse, and quickly resolve problems;

• Experience in using monitoring and logging platforms like Sentry, LogRocket, CloudWatch;

• Experience with RDBMS and SQL;

• Knowledge in APIs and Postman;

• Salesforce or other CRM integrations;

• You are open to learn and a grow in a friendly environment;

• You are proactive and always looking for ways to improve the customer experience.

What you will get from us:

• Work-life balance - 25 days paid vacation;

• Birthday day-off;

• Fully covered Multisport card;

• Supplemental health and dental care insurance package;

• Fantastic exposure to a smart team scaling at an incredible pace;

• Opportunity to develop your skills and learn new technologies;

• Regular team social activities & events;

• Remote and flexible way of work;

• Uniquely open and informal environment.

You’ve made it to the bottom of the ad, hopefully that means you're interested? If you tick the “requirements” boxes and are excited about what we’re doing, we’d love to hear from you!