Customer Support Specialist

Summary

Join Futuremedia, a leading digital company, as our Customer Support Specialist! Reporting to the Head of Customer Support, you will provide exceptional support to our global users. This role requires 2-3 years of customer support or client-facing experience and involves handling technical and billing inquiries, investigating user problems, gathering feedback, and managing payments. You will build strong customer relationships, contribute to documentation, and work with tools like Jira, Confluence, and Zendesk. The position offers flexible hours, remote work, and the chance to work on high-traffic SaaS products used by millions.

Requirements

• 2-3 years of remote/hybrid experience in Customer Support
• Flexible in working hours. Being able to work in the morning, evening, and weekends
• Previous experience in compiling documentation (internal or external)
• Analytical and troubleshooting skills (experience in resolving complicated issues that require strong ownership, personal investigation, and cooperation with different teams)
• Experience in working with CS tools such as: Jira, Confluence, Zendesk or similar emailing tools
• Understands what KPIs were used in the past roles and what was his/her measured level of performance
• Previous experience in handling issues via TeamViewer
• Willingness to work in shifts (morning, evening, and weekends)
• Residence in Bulgaria
• Long term, full time position

Responsibilities

• Provide technical and billing support to users through live chat and email
• Investigate user problems and prepare escalations or bug reports
• Gather and report user’s feedback and product improvements
• Handle payment related operations
• Learn and document information about users
• Establish personal relationships with customers
• Assist with the internal and external documentation

Preferred Qualifications

• Proven experience in Technical Support is a big plus
• Knows or wants to learn new technology, for example, some programming language

Benefits

• Work on digital products generating millions of visitors monthly
• Work from home