Problem Solving Consultant

Summary

Join Dext's growing team in Bulgaria as a Problem-Solving Consultant! You will be responsible for providing exceptional support to our global partners, primarily accountants and bookkeepers. This role requires excellent communication skills, problem-solving abilities, and a passion for helping others. You will utilize various software tools to address customer inquiries via email, live chat, and phone. Dext offers a comprehensive benefits package, including paid time off, health insurance, professional development opportunities, and remote work flexibility. If you thrive in a fast-paced environment and enjoy collaborating with a supportive team, this is the perfect opportunity for you.

Requirements

• Possess excellent written and spoken English interactions (C level)
• Be an easy-going, responsible, communicative team-worker
• Demonstrate time management skills and ownership of tasks
• Have a mindset where "Failure" is not in your vocabulary
• Be curious and passionate about helping others
• Be a problem solver by nature

Responsibilities

• Maintain professional and friendly communication between the customer and Dext through email, live chat, and phone, ensuring response and action are provided promptly
• Foster strong relationships with the existing customer base while proactively cultivating new connections to support business growth and expansion
• Collaborate with internal teams to efficiently resolve support issues
• Analyze emerging query trends and provide recommendations to enhance processes, improve knowledge bases, and optimize bot performance
• Adhere to the assigned working schedule, 2:00 PM - 11:00 PM EET
• Engage with our clients via email, live chat, and phone, delivering fast, thoughtful, and impactful solutions
• Take ownership of customer success by resolving queries directly or teaming up with internal experts to exceed expectations
• Drive retention by championing initiatives that keep churn rates low and loyalty high
• Elevate customer satisfaction through proactive, personalized, and memorable support experiences
• Spot trends in customer inquiries and lead the charge in improving resources - whether it's an online education, chatbot enhancements, or a cutting-edge knowledge centre
• Partner with Product and Revenue teams to redefine what exceptional support means, ensuring lightning-fast resolutions and delighted customers

Benefits

• 40 hrs working week with some flexibility on starting hours
• 25+1 days of paid time off (25 regular days + a special day off for your birthday)
• Recharge Day
• Days dedicated to volunteering
• Employer-paid additional medical insurance, incl. life and risk insurance
• Health and well-being benefits (incl. Multisport card) to keep you at your best
• A personal learning budget to support your growth
• Work remotely from wherever you are
• 1-month initial training in Sofia in a modern office space (we will take care of the accommodation)
• Friendly and welcoming working atmosphere
• Supportive and helpful colleagues