CXG Outsourcing is looking for motivated professionals to join an international Customer Support team.

As part of a growing team based in Sofia, you will work closely with colleagues from different departments to ensure business customers receive timely, professional, and effective assistance. Whether handling inquiries, processing requests, or investigating more complex cases, your role will be essential in delivering an excellent customer experience and you will take ownership of customer support cases from start to finish.

You will investigate technical and non-technical issues, develop your product knowledge, and collaborate with experienced colleagues through our swarm process when needed. This is an opportunity to grow your technical expertise, take responsibility for customer outcomes, and contribute to continuously improving our support processes.

Main Responsibilities:
· Own and manage customer tickets from initial inquiry through to resolution
· Investigate and resolve technical and non-technical issues
· Provide clear, timely and proactive customer updates via email and phone
· Collaborate with colleagues through the swarm process while maintaining ownership of each case
· Escalate complex issues to the relevant teams and follow up until resolved
· Monitor ticket performance and ensure compliance with agreed SLAs
· Identify recurring issues and suggest improvements to products, processes and customer documentation
· Continuously develop product knowledge and technical troubleshooting skills

What We Are Looking For:
· Previous experience in customer support or a technical support environment
· Excellent English skills, written and spoken
· Strong problem-solving, analytical and communication skills
· Technical aptitude and willingness to learn troubleshooting, including reading logs and running scripts
· Experience with ticketing systems such as Zendesk or Jira
· Ability to manage priorities, take ownership and work independently
· Customer-focused mindset, curiosity and willingness to learn and act on feedback

 

What we offer:
· Hybrid model
· Rotating shifts, Monday to Sunday
· Additional healthcare
· Up to 7 additional Days Off
· Career development opportunities
· Fully paid training program

Apply now and send us your CV in English.

All documents will be treated in strict confidentiality.

Only short-listed candidates will be contacted for an interview.