Technical Support Specialist

Аbout us:

OfficeRnD has one mission - making flexible and hybrid working a norm rather than an option!

We started building our SaaS platform back in 2015 to support the future of work. We believe that having freedom and flexibility is the way to provide a better workspace experience. And that’s what enables us to develop products that matter - for our customers and for the world.

The company has offices in Bulgaria, USA, UK, Australia, and our teammates are the ones getting us to the top in our market niche.

So if you live and breathe technology as well, come and join us!

About the role:

This role will give you the opportunity to expand your knowledge and skill set by addressing a wide range of product-related questions. The OfficeRnD platform is vast and complex; it integrates with different payment gateways, accounting systems, CRM systems, and door access systems. It allows our customers to track sales deals, manage memberships, order purchases, raise invoices and contracts, and collaborate with their communities.

The complexity and variety of the tools we offer will give you the opportunity to learn a lot about how SaaS platforms work, understand REST API calls, learn how to edit document templates via HTML and CSS, and much more. As an Application Support Specialist, you will closely work with our Product, Development, and QA teams, capturing feedback from our customers, investigating bug reports, and complex use cases.

Type of shifts:

Each workday is 8 effective hours. Meaning that you would start work at 13:00 and end at 22:00, including the breaks.

What you’ll do:

• Address customer queries over email, chat, phone, and remote sessions in a timely and professional manner;
• Research reported problems, work together with the Development and QA teams to isolate and confirm bug reports, and log them in the backlog.
• Use Postman, HTML, and CSS to investigate and implement customer requests.
• Capture customer feedback and feature requests, communicate them clearly with the product management team, and add them to the backlog.
• Collaborate with members of different teams across the organization to exchange knowledge, provide valuable feedback, and direct the growth of our product and services.
• Build a relationship with the clients, anticipating their needs and proactively attending to their issues before they occur.
• Understand the key business drivers and use this understanding to accomplish your work and contribute to the team’s efforts to achieve our business goals.
• Being an expert and point of contact for questions around the OfficeRnD Product integrations, such as Door Access, Payment Gateways, and Accounting integrations.

What you need to succeed:

• 2+ years of relevant experience in a technical support position;
• A bachelor’s degree in computer science or a related technology field is preferred.
• Comfortable working in and assisting others through help desk software, such as Intercom, as well as with remote access desktop programs.
• Thorough understanding of support processes, such as ticket prioritization, assignment, and escalation.
• Strong problem-solving and troubleshooting skills.
• Proven customer-focused mindset.
• Strong communication skills with fluency in written and spoken English.
• Eagerness to dive into technical issues and understand our platform inside and out.
• Knowledge of HTML, CSS, and/or REST requests is considered a plus.
• Experience with accounting, CRM tools, or email domains is considered a plus.
  

What we offer in return is the opportunity to join a talented team and also enjoy:

• Premium health insurance incl. dental.
• 25 days off a year.
• 1 additional day off for your birthday.
• 3 days off for volunteering.
• Full remuneration of your first 3 days of sick leave.
• A combination of remote and on-site (a minimum of 40% of the monthly working time).
• A fantastic work-hard/play-hard start-up environment - we have numerous social events and team outings.
• Take part in many sports activities and enjoy a co-funded MultiSport card.
• Opportunity to work in Bulgaria’s top tech incubator/coworking space - Campus X.