Technical Support Agent L1 with Spanish and English (Non-voice)

Proxiad SEE is an IT Consulting and Software Development company, part of Proxiad Group France, with headquarters in Paris, over 25 years of industry experience, and 1300 + specialists. The Southeast Europe (SEE) branch employs 250+ professionals, operates in Bulgaria and North Macedonia, and has provided services in various sectors (Healthcare, Fintech, Banking, Insurance, E-commerce and Retail, Procurement, etc.) for over 20 years.

In 2022, we stepped above and introduced two innovative software products: Desk Buddy and GROW.

We have implemented a hybrid work model and offer opportunities for learning, development, and CSR activities, following and incorporating ESG elements.

In the position of Technical Support Agent with Spanish + English (Non-voice) 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 and online chat (diagnosis and prioritization of requests).
• 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

Skills and Competencies:

• Fluency in Spanish and good knowledge of 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:

• 25 days paid annual leave, we value your leisure time
• Food vouchers
• Flexible and liberal work policy, remote or hybrid office space
• Additional health insurance package (Medicine, Dental Expenses, Optical Lens, other), as of each first day of the month following your start date
• Training and development programs, knowledge exchange sessions, certification programs, and international conferences
• Internal recognition Success card system with different levels of bonuses
• Socially responsible events
• Presents for your Proxiads work anniversary, for your birthday, etc., Refer a Friend program, employee discounts
• Proxiad Summer Camp, team buildings, and other social events that rock!

All applications will be treated with strict confidentiality.

Only short-listed applicants will be contacted.