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Technical Support Representative - Night Shift



IT, Customer Service
Sofia, Bulgaria
Posted on Monday, July 1, 2024

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!