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. You will handle technical and billing inquiries, investigate issues, and escalate bugs. Gathering user feedback and documenting information are key responsibilities. This role requires 2+ years of customer support experience, analytical skills, and proficiency with tools like Zendesk, Jira, and Confluence. The position offers a long-term, full-time work-from-home opportunity in Bulgaria, supporting high-traffic digital products.

Requirements

• 2 and more years of experience in Customer Support
• Willingness to work at night (3 after 3 rotational basis)
• Analytical and troubleshooting skills (experience in resolving complicated issues that require strong ownership, personal investigation, and cooperation with different teams)
• Experience in working with Customer Support tools such as: Jira, Confluence, Zendesk or similar tools
• Understanding of KPIs and SLAs
• Willingness to learn new digital products
• Residence in Bulgaria
• Long term, full time position
• Work on digital products generating millions of visitors monthly
• Work from home

Responsibilities

• Provide technical and billing support to users via email
• Investigate user issues and prepare escalations or bug reports
• Gather and report users’ feedback to drive continuous product improvement
• Handle payment-related issues and operations
• Learn and document information about users
• Establish personal relationships with customers
• Utilize internal tools proficiently, including Zendesk, Slack, Jira and Confluence