Job Description

Proxiad SEE is an IT consulting and software development company, part of Proxiad Group France. Operating in Bulgaria and North Macedonia, we employ over 250 professionals skilled across healthcare, finance, e-commerce and retail, transport & logistics, and procurement. We are also the company behind two software solutions for office work – our workplace management software, Desk Buddy, and our performance management software, GROW.

In the position of Technical Support L1 Agent with English (+ live support chat & phone) you will be part of a team that is working with business customers on a powerful real-time cloud emailing platform. Join our multi-language team in Sofia.

Responsibilities:

• As the first point of contact, you will guarantee the quality of the customer care service.
• Manage all incoming requests from clients via email, online chat and a small volume of calls.
• Troubleshooting reported issues and resolve or escalate them.
• Resolving product or service problems by clarifying the customer's complaint, determining the cause of the problem.
• Providing accurate and up-to-date information to the clients.
• Selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
• Fraud prevention.

Requirements:

• Fluency in English
• Ability to acquire knowledge quickly and accurately
• Ability to adapt to a variety of issues.
• Excellent communication skills and customer-oriented attitude.
• Experience in technical support for Office 365 or G Suite, SMTP, email campaigns and fraud prevention will be considered as a great advantage.

Benefits:

• Hybrid work model with a minimum of two days per month onsite; remote options available
• 25 days of paid annual leave
• Additional health insurance package, including dental and optical services
• Language classes and learning & development opportunities
• Internal recognition system with financial bonuses
• Team buildings, game nights, hikes, and social events
• Food vouchers, anniversary and birthday gifts, and employee discounts

All applications will be treated with strict confidentiality.

Only shortlisted applicants will be contacted.