Level 1 Technical Support Specialist (English)

In this role, you will help customers successfully transition from legacy platforms to Cloud solutions and resolve technical issues through phone, email, and chat support.

Full-time position. Hybrid working model (3 days per week in-office required). Working hours: 09:00 - 18:00, Sofia time.

A job that matters: your tasks

• Proactively contact customers, end users, partners, resellers, and distributors regarding the End-of-Life (EOL) of the existing product.
• Schedule and coordinate migration appointments with business customers.
• Perform Cloud-to-Cloud migrations by using a dedicated Migration Tool.
• Ensure customers maintain uninterrupted access to their spaces and access control systems.
• Monitor migration progress and verify successful completion.
• Utilize an AI-powered Fail Check Tool to identify potential migration issues, particularly for larger customer environments.
• Escalate failed or complex migrations to the Level 3 Support team, who collaborate directly with software developers to resolve technical issues.
• Coordinate rollback activities when necessary, restoring the previous version until the migration issue is resolved.

A job that matters: your tasks

• Previous experience in Technical Support/Troubleshooting, Cloud solutions or SaaS products.
• C1 level of English language proficiency in both verbal and written form.
• Prior experience with platform or product migrations is considered an advantage.
• Knowledge of Cloud-based products, migration platforms, and support tools is an advantage.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Ability to effectively support customers through phone, email, and chat channels.
• Customer-focused mindset with a proactive and solution-oriented approach.
• Strong sense of ownership, accountability, and attention to detail.
• Ability to collaborate effectively across teams and support levels.

A workplace that matters: our offering

• Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust.
• Attractive remuneration package.
• Opportunity for flexibility with a hybrid working model.
• Home office allowance.
• 25 days paid annual leave.
• Additional health insurance.
• Employee Assistance Program (Mental Health, Legal & Financial Counselling.
• 102,26 EUR Food vouchers.
• Public transportation card.
• Optional parking space.
• Multisport card.
• Language training opportunity.
• Employee referral program.
• Brand new modern office premises in a class A Business building.
• Fresh fruits in the office.
• Training and mentorship programs.
• Access to over 15,000 LinkedIn Learning courses to assist in your development.