User Support Analyst supporting local IT team in Eschenbach, providing hardware and software solutions. Involves problem analysis and implementation of new IT processes.
About the role
- Customer Support Representative for a SaaS platform enabling hybrid work. Responsible for addressing customer queries and supporting product development teams.
Responsibilities
- Address customer queries over email, chat, phone, and remote sessions in a timely and professional manner;
- Research reported problems, work together with the software development and QA teams to isolate and confirm bug reports, and log them in the backlog;
- Capture customer feedback and feature requests, communicate them clearly with the product management team, and add them to the backlog;
- Collaborate with members of different teams across the organization to exchange knowledge, provide valuable feedback, and direct the growth of our product and services;
- Build a relationship with the clients, anticipating their needs and proactively attending to their issues before they occur;
- Understand the key business drivers and use this understanding to accomplish your work and contribute to the team’s efforts to achieve our business goals.
Requirements
- Experience in Customer Support/Technical Support
- Proven customer-focused mindset
- Strong communication skills and fluent English
- Analytical thinking
- A broad technical curiosity with proven problem-solving and troubleshooting skills
- API and HTML knowledge is an added advantage
Benefits
- Premium health insurance incl. dental
- 25 days off a year
- 1 additional day off for your birthday
- 200 BGN monthly food vouchers
- Taxi vouchers for your shifts in the office
- 3 days off for volunteering
- Full remuneration for your first 3 days of sick leave
- A fantastic work-hard/play-hard start-up environment - we have numerous social events and team outings
- Take part in many sports activities and enjoy a co-funded MultiSport card
- Opportunity to work in Bulgaria’s top tech incubator/coworking space – Campus X
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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