Technical Support Consultant

Summary

Join Adverity as a Technical Support Representative for Night Shifts and become the go-to expert for international clients using our SaaS platform. Solve product-related issues expertly, accurately, and timely. Strategically guide customers to achieve their business goals and realize the full value of Adverity. This full-time position offers remote work in Bulgaria or the option to work in our Sofia co-working space. You'll rotate shifts, working early-night shifts (5 pm - 2 am) for three weeks and night shifts (1 am - 10 am) once a month. Provide round-the-clock service to international customers. Contribute to the knowledge base and create enablement content for clients.

Requirements

• Previous experience in a helpdesk or customer-facing role
• A consultative mindset with genuine empathy and emotional intelligence
• Experience with advertising platforms (e.g., Google, Meta, Salesforce, TikTok)
• Exposure to web technologies and related stacks (API, ETL, SQL)
• A strong drive to learn and discover new technologies
• Outstanding communication skills (written and verbal), with the ability to build trust and rapport. Proficiency in English is needed

Responsibilities

• Act as the primary contact for clients on Adverity's product usage and operational issues
• Troubleshoot customer problems for both technical and non-technical users, managing the resolution process to minimise escalations and time-to-value
• Serve as an escalation point for complex issues, coordinating with internal teams for effective resolutions, and proactively updating customers on case progress
• Provide expert guidance on product functionality and best practices, engaging with customers through various channels to understand their needs
• Analyse usage patterns to make recommendations, determine when to guide self-resolution versus implementing solutions, and collaborate to define requirements and propose tailored solutions
• Contribute to the knowledge base used by customers and internal teams, validating content for AI support tools and refining documentation based on customer trends
• Create and deliver enablement content to educate clients on platform usage

Preferred Qualifications

• Experience with support ticketing systems like Zendesk is preferred
• Friendly, approachable personality with excellent prioritisation and multitasking skills

Benefits

• Flexible working hours and home-office
• Internal shares program (EDPP)
• Ergonomic workspace and cutting edge technology
• 25 days annual leave (excluding Bulgarian public holidays)
• Regular team events (also remote)
• Modern and stylish office in Sofia
• Sustainable merch for all employees
• Adverity Social Responsibility Days (+2 days paid off)