Customer 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, 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:

• Respond to customer inquiries via email, and chat in a prompt and professional manner.
• Diagnose and resolve technical issues related to software products for customers.
• Troubleshoot software problems and identify solutions to resolve customer issues.
• Provide clear and concise instructions to customers to assist with product use and configuration.
• Document customer interactions and support solutions in our CRM system.
• Collaborate with internal teams to escalate and resolve complex technical issues.
• Stay up-to-date with new product features and updates to provide the highest level of customer support.

Requirements:

• Fluency in English, both written and spoken.
• Strong attention to detail and problem-solving skills.
• Team player with collaborative attitude.
• Experience with Excel functions, charts, pivot tables, and macros.
• Ability to create and analyze reports and dashboards on case and client data.
• Knowledge or experience in providing web-based software support.
• Familiarity with online marketplaces such as eBay, Amazon, Rakuten, etc.
• Understanding HTML, FTP, SQL, and other web-related protocols and languages is a plus.

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!