Technical Support Level I with English (including live support chat & phone)

Proxiad SEE is an IT consulting and software development company, part of Proxiad Group France. Operating in Bulgaria and North Macedonia, we employ over 250 professionals skilled across healthcare, finance, e-commerce and retail, transport & logistics, and procurement. We are also the company behind two software solutions for office work – our workplace management software, Desk Buddy, and our performance management software, GROW.

In the position of Technical Support L1 Agent with English (+ live support chat & phone) you will be part of a team that is working with business customers on a powerful real-time cloud emailing platform. Join our multi-language team in Sofia.

Responsibilities:

• As the first point of contact, you will guarantee the quality of the customer care service.
• Manage all incoming requests from clients via email, online chat and a small volume of calls.
• Troubleshooting reported issues and resolve or escalate them.
• Resolving product or service problems by clarifying the customer's complaint, determining the cause of the problem.
• Providing accurate and up-to-date information to the clients.
• Selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
• Fraud prevention.

Requirements:

• Fluency in English
• Ability to acquire knowledge quickly and accurately
• Ability to adapt to a variety of issues.
• Excellent communication skills and customer-oriented attitude.
• Experience in technical support for Office 365 or G Suite, SMTP, email campaigns and fraud prevention will be considered as a great advantage.

Benefits:

• Hybrid work model with a minimum of two days per month onsite; remote options available
• 25 days of paid annual leave
• Additional health insurance package, including dental and optical services
• Language classes and learning & development opportunities
• Internal recognition system with financial bonuses
• Team buildings, game nights, hikes, and social events
• Food vouchers, anniversary and birthday gifts, and employee discounts

All applications will be treated with strict confidentiality.

Only shortlisted applicants will be contacted.