Hybrid Technical Support Specialist

at OfficeRnD

• Job title: Technical Support Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Sofia, Bulgaria

About the role

• Technical Support Specialist addressing product-related questions and customer queries for OfficeRnD SaaS platform. Collaborating with cross-functional teams to resolve technical issues and enhance customer experience.

Responsibilities

• Address customer queries over email, chat, phone, and remote sessions in a timely and professional manner;
• Research reported problems, work together with the Development and QA teams to isolate and confirm bug reports, and log them in the backlog.
• Use Postman, HTML, and CSS to investigate and implement customer requests.
• 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.
• Being an expert and point of contact for questions around the OfficeRnD Product integrations, such as Door Access, Payment Gateways, and Accounting integrations.

Requirements

• 2+ years of relevant experience in a technical support position;
• A bachelor’s degree in computer science or a related technology field is preferred.
• Comfortable working in and assisting others through help desk software, such as Intercom, as well as with remote access desktop programs.
• Thorough understanding of support processes, such as ticket prioritization, assignment, and escalation.
• Strong problem-solving and troubleshooting skills.
• Proven customer-focused mindset.
• Strong communication skills with fluency in written and spoken English.
• Eagerness to dive into technical issues and understand our platform inside and out.
• Knowledge of HTML, CSS, and/or REST requests is considered a plus.
• Experience with accounting, CRM tools, or email domains is considered a plus.

Benefits

• Premium health insurance incl. dental.
• 25 days off a year.
• 1 additional day off for your birthday.
• 3 days off for volunteering.
• Full remuneration of your first 3 days of sick leave.
• A combination of remote and on-site (a minimum of 40% of the monthly working time).
• 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.