Technical Support Agent

About Us

Since 2008, Flat Rock Technology has provided a wide range of innovative and complex solutions for companies of all sizes and has grown into a reliable partner. Our company operates from seven locations – London, Varna, Ruse, Amsterdam, Burgas, Budapest, and Tbilisi and provides software, cloud, and outsourcing services.

With more than 400 highly skilled specialists in our team, we are able to cover all phases of a solution lifecycle – from research, through implementation, to support and allow organizations to create a more cost-effective structure while focusing on their core activities.

Main responsibilities:

• Customer Interaction: Respond to customer inquiries through Zendesk, delivering timely and accurate support that meets key performance indicators
• Customer Experience: Build positive interactions with customers and internal partners, providing a level of service that exceeds expectations
• Issue Resolution: Troubleshoot and resolve common technical problems, such as configuration issues or product mapping errors, with efficiency and accuracy
• Escalation Management: Identify and escalate complex issues to Tier 2 support as needed, ensuring comprehensive documentation and context are provided
• Knowledge Base Contribution: Use and contribute to internal knowledge base articles, helping keep our resources up-to-date for both customers and support agents
• Data Collection: Maintain accurate records of customer interactions and issue resolutions in our CRM, supporting a seamless experience for future reference

Requirements:

• Experience: 2-4 years of technical support experience, ideally within a SaaS or technology environment
• Communication Skills: Proficient in verbal and written English with excellent communication abilities
• Technical Knowledge: Familiarity with Zendesk, Google Suite, and Jira. Knowledge of Salesforce, HTML, CSS, and data analysis is a plus

What we offer in return:

• Competitive salaries based on performance reviews with additional benefits
• 24 days of holiday which further increase with the time spent in the company
• Office working hours on schedule
• Opportunities for professional growth and career development
• Dynamic work environment in young team
• Additional health insurance package
• Birthday vouchers
• Opportunity for sport card
• Fresh fruits and beverages in the office
• Modern offices around the world
• Entertainment spaces, teambuilding events, parties, and participation in different events

Privacy statement:

If that sounds just like you, apply now by sending your CV in English!

By submitting your application, you agree that FRT will use your personal data for recruitment purposes only. All documents will be treated in the strictest confidentiality.

Only short-listed candidates will be invited for an interview.

We can’t wait to meet you!