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Technical Support Lead

Location: Sofia
Department: IT

Our Support team is responsible for the communication with our worldwide business clients regarding software updates and technical issues troubleshooting, testing of new features and improvements of our product in direct communication with the development team. Currently, we are expanding and we are looking for strong, responsible and experienced Technical Support Lead to join our Sofia office.

Responsibilities:

• Responsible for support team members as a mentor, coordinator, and leader;
• Provide an advanced level of technical, investigational and customer support in English;
• Identify, troubleshoot and resolve customer problems by utilizing all technical resources available;
• Develop and update on regular basis quality standards manuals and procedures;
• Plan, prioritize, organize and complete work to meet established objectives;
• Act as a Quality control to evaluate the work of the team members;

Job requirements:

• At least 2 years of experience as a Technical Lead;
• Experience in a technical support role for business clients;
• Technical knowledge and experience with Windows servers and different software platforms;
• Very good written and spoken command of English;
• Decision making, analytical and problem-solving skills;
• Strong customer service approach;

Advantageous would be:

• Experience with MS SQL;
• Certification in Microsoft/Windows Servers or other technical courses;
• Experience as technical support for business clients in a product software company;

The ideal candidate should have:

• High level of self-organization, creativity, ethics;
• Out-of-the-box thinking and problem-solving;
• Responsibility towards the work and towards the team;
• Accurate estimations and reliable risk management;
• To be able to complete tasks with minimal supervision;

We can offer in return:

• Possibility to work from home a few days in a month;
• Flexibility to choose the working hours;
• Additional days paid leave;
• Yearly bonus based on the performance results;
• Sports card, free fruit and drinks, and other smaller perks;
• Organized trainings and conferences participation;
• Company events like teambuilding, monthly happy hour and Christmas party;
• Communication transparency. We give you the freedom to express your own opinion and make suggestions to any aspects of the business and its development.

If you are interested in applying, send us your Cover Letter and CV in English. Only short-listed candidates will be contacted.

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