Technical Support Specialist in Sofia (Bulgaria)

Where: Sofia (Bulgaria)

Extent of Work: Full Time

Click here to apply in English

The primary responsibility of the Technical Support Specialist with Hungarian is to manage customer cases to a satisfactory resolution. The work is predominantly in the areas of hardware platforms, operating systems, subsystems and products operating on these systems. S/he is the first level of technical support to the customers. On receipt of a service request the TSS researches for a solution through remote diagnosis, documentation and/or knowledge databases within agreed timeframes. Qualification of hardware cases involves diagnosis and/or recommendation of parts for the field engineer, and /or direct shipment to the customer. In all cases where a problem gets too complex the Technical Support Specialist is responsible for timely elevation and/or escalation.

The role:
• Timely responds to customers inquiries. Logs cases, provides information & troubleshoots to solve customer problem according company KPIs for the business
• Manages customer expectations by taking into consideration the entitlement and identifies customer problems
• Keeps customers informed, sets and follows commitments, keeps precise case documentation and case ownership
• Timely elevates and/or escalates to next level when the case is complex
• Participates in projects for process or quality improvements
• Manages multiple tasks or cases simultaneously with minimal supervision
• Active and self-paced improvement of technical and business process knowledge
• Independently and actively improves the quality metrics towards the achievement of the targets beyond
• Encourages outstanding team morale and maintains highest ethical standards
What we are looking for:
• Fluent Hungarian
• Good English
• Professional experience: over 1 year professional experience as Customer Service Consultant or in a similar environment
• Excellent customer, telephone, oral and written communications skills
• Analytical troubleshooting and problem-solving skills
• Time management skills and working with tough deadlines
• Team player

We offer a challenging role including:
• Continuous learning and technical training opportunities

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