Customer Support Specialist

Summary

Join Sutherland Bulgaria as a Customer Support Specialist – Virtual Meetings (English & German) and become the first point of contact for customers using advanced virtual collaboration tools. You will respond to inquiries, troubleshoot issues, and ensure a superior customer experience. This role requires fluency in English and German, strong communication skills, and problem-solving abilities. Prior customer service experience is a plus. Sutherland offers a competitive salary, benefits including health and life insurance, paid time off, and opportunities for career growth and professional development. Work flexibility with options for remote work and a modern work environment are also provided.

Requirements

• Fluency in English and German
• Availability to work Monday to Friday, 10 AM – 7 PM (full-time)
• Based in Bulgaria
• Strong communication and interpersonal skills with a professional and customer-focused approach
• Problem-solving skills and a solution-oriented mindset
• Ability to guide customers through self-service tools and instructions

Responsibilities

• Respond to customer inquiries via phone, email, and web chat
• Provide guidance on product usability, subscription management, and license issues
• Perform initial troubleshooting and escalate complex technical issues when necessary
• Manage customer requests related to account configurations, feature enablement/disablement, and report generation
• Collaborate with specialized teams (Technical Support, Finance, Legal, and Partner Support) to ensure accurate and timely issue resolution
• Maintain precise records of customer interactions in our internal ticketing system

Preferred Qualifications

• Prior experience in customer service, technical support, or account management
• Basic knowledge of CRM, software and virtual platforms, with a willingness to learn new systems

Benefits

• Job Security: Permanent contract with long-term career opportunities
• Health & Wellness: Additional health insurance, life insurance, and an Employee Assistance Program with 24/7 psychological support
• Work-Life Balance: 21 days of paid annual leave and 1.5 hours of paid breaks daily
• Compensation & Benefits: Competitive salary, food vouchers, and a partially covered Multisport card
• Career Growth: Clear career paths with opportunities for internal promotion and professional certifications
• Work Flexibility: Ability to work from home and a workspace in our Sofia office
• Efficient Digital Processes: Enjoy a seamless experience with the digital administration of employee documents and HR processes, powered by eSignature technology
• Employee Rewards: Attractive referral program, performance recognition, and gifts for special life events (e.g., birth or adoption)
• Community & Culture: Regular team-building events, wellness programs, and corporate social responsibility initiatives
• Modern Work Environment: On-site parking (per company policy) and access to cutting-edge technology