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Regular employment

0 - 15 years of experience

Full Time

Sofia, Bulgaria

Responsibilities

Are you passionate about customer service? Are you looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and move into an environment of IT support learning new technologies?

As a customer support specialist, you will be responsible for providing assistance to the queries of our clients, gathering information from our technical teams and sharing findings with them.

We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it’s the reason we’ve grown so fast. If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

The Sales Support & Customer Care (SSCC) team is a unified group that supports Micro Focus sales operations, entitlements, post-sales and Customer Success. As a member of the SSCC team, your typical day will be a balance between individual reporting efforts and collaboration with your teammates to share best practices and understand each other’s goals. Daily workflows often begin with reviewing priorities and assignments and include communicating with case stakeholders, investigating requests, and internally collaborating with sales or internal support teams.

This role will:

-Serve as first point of contact for customer inquiries, handling requests through chats, inbound calls, and emails, within established turnaround times.
-Mediate between customers and the technical team.
-Document customer requests in appropriate tracking tools to maintain information and track success.
-Monitor incoming requests and ensure that all client tickets are assigned, checked, and updated daily, following up to ensure that issues are resolved completely, accurately, and timely.
-Prepare reports on customer inquiries and handling.
-Participate in forums, chat groups, and attend trainings and meetings with direct managers.
-Adhere to all internal and client policies and procedures and monitor queue to ensure fulfilment of service level agreements.
-Serve as back-up for colleagues as needed, ensuring case progress.

In this role:

-Up to 2 years of experience in customer service or support preferred, with demonstrated understanding of customer service environment and solutions.
-Proficiency in both written and spoken English and Spanish
-Higher-level education preferred.
-Proficiency in MS Office required.
-Familiarity with customer support hardware/software/operating systems/cloud computing required.
-Customer obsession, initiative, and drive to exceed expectations required.
-Creativity, adaptability, and strong problem-solving skills required.
-Ability to work independently but know when to collaborate required.

Required skills

Customer Relationship Management
Customer Satisfaction
Customer Service
Customer requirements understanding
Understanding Customer Needs
Caring about customers
Customer Communication
Customer Support
English
Spanish

Benefits

Food vouchers
Fitness
Discounts from various retail chains
Additional medical insurance
Annual bonuses
Team buildings
Referral bonuses
Office drinks
Job posted 14 days ago

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