Support Specialist (Night Shifts)

Аbout us:

OfficeRnD has one mission: making flexible and hybrid working the norm, rather than an option.

We started building our SaaS platform back in 2015 to support the future of work. Offering freedom and flexibility is the key to providing a better workspace experience. That’s what enables us to develop products that matter – for our customers and the world.

The company has offices in Bulgaria, USA, UK, Australia and our teammates are the ones getting us to the top in our market niche. If you’re passionate about technology, too, come and join us!

About the role:

The complexity and variety of the tools we offer will give you the opportunity to learn a lot about how SaaS platforms work. As a Customer Support Representative, you will closely work with our product, development, and QA teams, capturing feedback from our customers, investigating bug reports, and complex use-cases. This position will be responsible for covering the USA/APAC hours and serving customers within the region, while also supporting customers outside of the USA/APAC region as needed.

What you’ll do:

• Address customer queries over email, chat, phone, and remote sessions in a timely and professional manner;
• Research reported problems, work together with the software development and QA teams to isolate and confirm bug reports, and log them in the backlog;
• Capture customer feedback and feature requests, communicate them clearly with the product management team, and add them to the backlog;
• Collaborate with members of different teams across the organization to exchange knowledge, provide valuable feedback, and direct the growth of our product and services;
• Build a relationship with the clients, anticipating their needs and proactively attending to their issues before they occur;
• Understand the key business drivers and use this understanding to accomplish your work and contribute to the team’s efforts to achieve our business goals.

Working hours:

• The night shifts are between 19:00 and 08:00, 7-hour duration – 5 days per week.
• You would be expected to work from our office at least 1 day per week.
• The first month of your onboarding period is dayshifts only to help you meet the whole team and get up to speed.

What you bring:

• Experience in Customer Support/Technical Support
• Proven customer-focused mindset
• Strong communication skills and fluent English
• Analytical thinking
• A broad technical curiosity with proven problem-solving and troubleshooting skills
• API and HTML knowledge is an added advantage

What we offer in return is the opportunity to join a talented team and also enjoy:

• Premium health insurance incl. dental.
• 25 days off a year.
• 1 additional day off for your birthday.
• 200 BGN monthly food vouchers.
• Taxi vouchers for your shifts in the office.
• 3 days off for volunteering.
• Full remuneration for your first 3 days of sick leave.
• A fantastic work-hard/play-hard start-up environment – we have numerous social events and team outings.
• Take part in many sports activities and enjoy a co-funded MultiSport card.
• Opportunity to work in Bulgaria’s top tech incubator/coworking space – Campus X.

If this sounds like the right opportunity for you, we would be happy to talk soon! Apply now!