CUSTOMER SUPPORT REPRESENTATIVE

SofiaMarine is part of the AXSMarine group – a leading provider of specialized maritime web-based software with presence in France, Bulgaria, UK, Greece, Singapore, USA, UAE and Germany. As a product company, we have over 18 000 users, essentially shipbrokers, operators, owners, charterers, research firms and financial institutions. AXSMarine provides chartering solutions for all shipping business segments – Dry Bulk, Tanker, Gas, Liner and Offshore.

Our office in Sofia was opened in 2011 and since then the whole IT, Data and Business teams are located here. Our team is constantly growing and we want to reinforce our global positioning.

We are therefore now looking to hire a person to endorse the role of:

CUSTOMER SUPPORT REPRESENTATIVE

ROLE

Your role would be to acquire deep knowledge of our specific software product area, reinforce it with advanced interpersonal & communication skills and use it to provide high quality support to our customers. This role balances numerous priorities across customer requests, troubleshooting, escalation channels, QA assignments etc.

REQUIREMENTS

• 3+ years of extensive experience in Customer Support field, preferably in a Software Support team
• Fluent in English, both written and verbal, is essential
• Customer oriented approach and ability to handle various daily customer requests
• Exceptional communication and presentation skills
• Strong analytical and problem-solving skills, ability to get in depth of customers’ requests
• Strong initiative and autonomy
• Ability to capture information easily, summarize it and provide it briefly
• Ability to work independently in a remote environment
• Technical support experience would be considered as an advantage
• Working schedule Monday to Friday

RESPONSIBILITIES

• Consult customer product inquiries via email, chat, remote sessions and telephone. Assistance may include in-depth troubleshooting, creation of custom solutions, and providing instructions to the customer
• Ensuring tasks and customer requests are handled properly in a timely manner
• Create and submit detailed case logs, documenting customer interactions
• Participate and contribute in the creation process of knowledge articles
• Constantly improve business and products understanding
• Proactively communicate with customers to increase customer retention and value
• Collaborate with other teams, intervene and/or take ownership of cases

WE OFFER

• Attractive remuneration package
• Professional development in a progressive international company and training opportunities
• Friendly, nice and calm working atmosphere
• Open communication at all levels in the company
• Teambuilding events
• Additional health insurance including dental care
• Food vouchers
• Drinks & snacks in the office
• Company sponsored sport & relax cards
• Additional vacation days
• Bonuses for seniority in the company
• Different corporate discounts
• Conveniently located modern office in Sofia’s central area
• Options for working remotely or combining work from home and work from our office
• If you are interested in this job offer, please send your CV in English.

All CV-s will be treated in strict confidentiality. Only shortlisted candidates will be contacted.