Customer Support Consultant, Fluent English

This is a fully remote position, open to applicants in Bulgaria, +5 more countries.

📋 Description

• Oversee and handle incoming tickets using Zendesk.

• Deliver initial responses within the established SLAs.

• Gather issue information, which includes screenshots, software versions, reproduction steps, and comparisons of expected versus actual outcomes.

• Conduct basic troubleshooting and replicate issues in testing environments.

• Respond to frequently asked questions using provided documentation and user guides.

• Escalate intricate issues to L2, QA, developers, or product teams and ensure follow-up until they are resolved.

• Collaborate on change and feature requests with internal teams.

• Keep customers updated on the progress of their requests.

• Create and manage bug tickets in Azure DevOps.

• Recommend enhancements to support workflows and processes in Zendesk.

• Provide support to business clients of a FinTech company specializing in software for depositary banks, fund administrators, and other financial institutions.

⛳️ Requirements

• Exceptional English communication abilities (both spoken and written).

• Proven experience in customer support, ideally in B2B SaaS or software support.

• Strong hands-on knowledge of Zendesk.

• Familiarity with the FinTech sector.

• Understanding of ticket management, SLAs, escalation processes, and support workflows.

• Tech-savvy with a knack for navigating software platforms and adapting to new systems.

• Capability to collect and document technical information in a clear manner.

• Proactive, independent, and tenacious attitude with a strong sense of ownership of customer requests.

• Must be based in the EU and willing to undergo a criminal background check.

• Personal computer equipped with at least 8GB of RAM.

• Reliable internet connection with a minimum of 50 Mbps download and 40 Mbps upload speeds.

• Experience in FinTech or financial software is advantageous.

• Basic understanding of financial products and operations is a plus.

• Familiarity with Azure DevOps is beneficial.

• Experience in replicating software bugs is a plus.

• Background in enhancing Zendesk workflows, macros, or automations is advantageous.

• Knowledge of SaaS environments and software releases is a plus.

🏝️ Benefits

• Fixed schedule: Monday–Friday, 9 AM–5 PM GMT+2.

• Opportunity to work fully remotely within the EU.

• Inclusive international environment.

• Rewards for referring friends.

• Balance between project workload and personal time.

• Internal health policy.

• Responsive leadership that values your development and long-term collaboration.

• Supportive atmosphere for self-development.

• Culture based on trust, with no time-tracking requirements.

• Compensation in USD (amount unspecified).