Software Support Technician

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, Burgas, Tbilisi and San Jose 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 via Zendesk providing timely and accurate support within expected KPIs.
• Best in Class Customer Experience: Interact with customers and internal partners with kindness and enthusiasm, going above and beyond to provide a great experience.
• Issue Resolution: Troubleshoot and resolve common technical problems, such as basic configuration issues or product mapping/matching errors.
• Escalation: Identify and escalate complex issues to Tier 2 support, providing detailed documentation and context.
• Knowledge Base: Utilize and contribute to internal knowledge base articles, ensuring up-to-date and comprehensive resources for customers and support agents.
• Data Collection: Document customer interactions and issue resolutions in our CRM system, ensuring accurate records for future reference.

Requirements:

• 2-4 years of customer service experience, preferably in a SaaS technology environment.
• Excellent verbal and written English communication.
• Required tool knowledge: Zendesk, Google Suite, Jira.
• Nice to have: Salesforce, basic experience with HTML, CSS, and Data analysis and importing.
• The Support Agent should have strong communication skills to communicate with customers and across internal cross-functional teams.
• Be highly adaptable to a fast-paced start-up environment, embracing change, and thriving in a sometimes-uncertain atmosphere.
• Solve problems, multitask, and manage time.
• High attention to detail and technical attitude.

What we offer in return:

• Competitive salary packages plus a range of region-specific benefits.
• Clear career paths and opportunities for continuous professional development.
• Exciting, meaningful work within a fast-growing international organisation.
• Modern office spaces across the globe.
• A vibrant company culture with regular team events and social activities.
• Entertainment zones, team-building programmes, and local cultural celebrations.
• Hybrid working options – enjoy the flexibility of working from home and the office.
• Additional holiday days added the longer you’re with Flat Rock.

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!