Technical Support Agent with English

City: Sofia

Job Type: Regular

Language: English

Akkodis is a global digital engineering company and Smart Industry leader. We enable clients to advance in their digital transformation. Our 50,000 tech experts across 30 countries combine best-in-class technologies and cross-industry knowledge to drive purposeful innovation for a more sustainable tomorrow.

We have over 19 years of experience in Bulgaria delivering cutting-edge solutions in IT, Software, Cloud, and Digital fields. Now, we are on a mission to engineer a smarter future together, and we are looking for a Technical Support Agent with English to join us!

About the role:

Level 1 Technical Support Agent handles incoming queries and help requests from end users, via email, over the phone and ticketing system. They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests.

Responsibilities:

Serve as a first point of contact for all IT related matters.
Handle requests from multiple channels: email, phone, etc.
Provide first resolution steps, based on process.
Provide remote access assistance, when required.
Provide technical assistance for questions and problems.
Liaison between users and next levels of support.
Following up with users to ensure full resolution of issues.
Install or change software to fix issues.
User access management in Active Directory and business applications.
Users’ issues and requests documentation in SNOW.
Support escalation process.
Work as part of a team, share knowledge, and work together to increase performance standards.
Document missing resolutions in knowledge base and maintain their up-to-date status
Perform customer support related tasks and special projects as assigned by management.
Adhere strictly to shift schedule.
If required, provide trainings to the same level

Qualifications and Education Requirements:

Technical skills and knowledge including but not limited to MS Office, Internet applications, Windows Operating Systems.
Basic knowledge of computer hardware.
Fluency in English
Flexibility to change in shift schedules, as required
Previous experience on similar position is required

You will get:

Competitive remuneration package
Referral bonus program
24 days of annual paid leave
Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses, and more)
Free Psychological Counselling via Green line and on the spot
Newborn or newly adopted child bonus
Food vouchers - 150 BGN/month
Upskilling & reskilling training programs and e-learning hub
Diverse career growth opportunities
Recognition awards
Sports cards (partially covered by the employer) and company sports initiatives
Special company discounts
Various social and charity initiatives

The future is here for the making. Are you ready? Let’s make incredible happen.