Full-Time Customer Support Specialist - Remote

About the Role As a Customer Support Specialist for a Virtual Meetings Platform with German and English, you will be the first point of contact for customers using advanced virtual collaboration tools. Your role is to aid with inquiries, offer basic troubleshooting, and ensure superior customer experience across various communication channels.

Key Responsibilities

1. Respond to customer inquiries via phone, email, and web chat.
2. Provide guidance on product usability, subscription management, and license issues.
3. Perform initial troubleshooting and escalate complex technical issues when necessary.
4. Manage customer requests related to account configurations, feature enablement/disablement, and report generation.
5. Collaborate with specialized teams (Technical Support, Finance, Legal, and Partner Support) to ensure accurate and timely issue resolution.
6. Maintain precise records of customer interactions in our internal ticketing system.

What We Are Looking For

• Fluency in English and German.
• Availability to work Monday to Friday, 10 AM – 7 PM (full-time).
• Based in Bulgaria.
• Strong communication and interpersonal skills with a professional and customer-focused approach.
• Problem-solving skills and a solution-oriented mindset.
• Ability to guide customers through self-service tools and instructions.
• Prior experience in customer service, technical support, or account management is a plus.
• Basic knowledge of CRM, software and virtual platforms, with a willingness to learn new systems.

What We Offer

• Job Security: Permanent contract with long-term career opportunities.
• Health & Wellness: Additional health insurance, life insurance, and an Employee Assistance Program with 24/7 psychological support.
• Work-Life Balance: 21 days of paid annual leave and 1.5 hours of paid breaks daily.
• Compensation & Benefits: Competitive salary, food vouchers, and a partially covered Multisport card.
• Career Growth: Clear career paths with opportunities for internal promotion and professional certifications.
• Work Flexibility: Ability to work from home and a workspace in our Sofia office.
• Efficient Digital Processes: Enjoy a seamless experience with the digital administration of employee documents and HR processes, powered by e-signature technology.
• Employee Rewards: Attractive referral program, performance recognition, and gifts for special life events (e.g., birth or adoption).
• Community & Culture: Regular team-building events, wellness programs, and corporate social responsibility initiatives.
• Modern Work Environment: On-site parking (per company policy) and access to cutting-edge technology.

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