The Role
Provide high-quality operational and technical support to Reward Gateway | Edenred AUKUS clients: troubleshoot and resolve complex enquiries, deliver technical admin training, document cases, follow SLAs, escalate issues, test new features, share product feedback, onboard and mentor new support staff, and meet team KPIs.
Summary Generated by Built In
At Reward Gateway|Edenred, we’re driven by our culture and our mission to “make the world a better place to work.” We do this through our products and technology, supporting our 2500+ clients and their leaders to connect, recognise and engage their people.
Our mission is to make the world a better place to work and to enrich relations for good and to achieve this mission we’re looking for a super enthusiastic and hard-working person to join our mission to make the world a better place to work. The position is part of our global support centre in Plovdiv.
Your role:
Deliver high-quality operational and technical support to Reward Gateway | Edenred AUKUS clients by resolving complex enquiries through expert product knowledge and precise communication.
This is a hybrid role that would require you to be in our Plovdiv office at least two days in a week.
Our mission is to make the world a better place to work and to enrich relations for good and to achieve this mission we’re looking for a super enthusiastic and hard-working person to join our mission to make the world a better place to work. The position is part of our global support centre in Plovdiv.
Your role:
Deliver high-quality operational and technical support to Reward Gateway | Edenred AUKUS clients by resolving complex enquiries through expert product knowledge and precise communication.
This is a hybrid role that would require you to be in our Plovdiv office at least two days in a week.
Key Responsibilities:
Advanced Customer Support & Service Delivery:
- Provide high-quality support to Reward Gateway | Edenred AUKUS clients in a professional and customer-focused manner.
- Deliver clear, well-structured, and professional responses aligned with quality standards and customer expectations.
- Assist clients with guidance on troubleshooting steps and clear instructions on how to resolve issues.
- Provide technical admin training for clients.
- Resolve complex and high-impact support cases efficiently and accurately by applying in-depth product and process knowledge.
- Identify, assess, and escalate issues internally or externally when required to ensure timely and effective resolution
Operational Excellence & Administrative Support:
- Ensure accurate documentation of customer interactions, resolutions, and relevant case details in internal systems.
- Adhere to established processes, guidelines, and service level agreements (SLAs).
- Maintain consistently high standards of accuracy, attention to detail, and communication quality across all customer interactions
Cross-functional Collaboration & Product Feedback:
- Work closely with team supervisors and managers to make sure all internal processes are followed consistently.
- Collaborate with internal teams to resolve complex issues and ensure all product functionalities are operating as expected.
- Assist with testing new product features
- Contribute by providing suggestions for product or process improvements.
- Act as a technical product expert for internal teams.
- Support alignment between Client Support and other departments through effective communication and issue tracking
Learning & Continuous Improvement:
- Demonstrate willingness to learn new systems, tools, and processes related to the platform and services.
- Continuously develop knowledge and expertise across Reward Gateway products and services to improve efficiency.
- Show flexibility and adaptability in response to changing workloads, priorities, and business needs
Knowledge Sharing & Team Development
- Participate in the onboarding and training of new Support Specialists to maintain service quality standards.
- Contribute to knowledge-sharing initiatives, best practices, and continuous improvement efforts within the team.
Performance Metrics
- Achieve KPIs as set by Team Managers
Skills, Knowledge and Expertise:
- Secondary education required
- Additional relevant education is considered an advantage
- Previous experience in a customer support or a client facing role is required
- Experience handling Business-to-Business enquiries is considered an advantage
- Strong customer focus with a professional and positive attitude
- Excellent communication skills for internal collaboration
- Strong problem-solving and analytical skills with sound escalation judgment
- Excellent written communication with a focus on clarity, accuracy, and tone
- Confident computer user, including online platforms and internal support systems
- Highly self-motivated, customer-focused, and proactive
- Ability to work independently and collaboratively in a fast-paced environment
- Flexibility and adaptability to changing priorities and workloads
- Fluent written and spoken English.
The Interview Process:
- Video call with a member of the Talent Acquisition Team
- Client Support Experience Test to complete in 15-20 minutes for the final interview. This will be shared 30 minutes before your final interview
- Final stage interview with Support Team Managers in Client Support
At Reward Gateway, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.
Be comfortable. Be you.
We want all of our employees to feel comfortable bringing their passion, creativity, and individuality to work. We value all cultures, backgrounds, and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community, and help us Make the World a Better Place to Work.
We hire BETTER.
Find out more about our approach to benefits, equality, talent, technology, empathy, and what you’ll get in return for joining our Mission at rg.co/lifeatrg.
About
Reward Gateway is culture and client driven. We’re obsessed with putting the “Human” in HR and are proud to have been 100% dedicated to HR for over a decade. Since 2007, we’ve been right by the side of the world’s most innovative HR people, giving them beautiful products and tools they can use to attract, engage and retain their people.The world’s most successful companies treat their people differently. They generate stock market returns of twice their peers and they have half the employee turnover. 76% of CEOs recognize that employee engagement is vital to their success but only 24% say they have a highly engaged company. Bridging that engagement gap is what drives us.
Skills Required
- Secondary education
- Previous experience in a customer support or client-facing role
- Fluent written and spoken English
- Confident computer user, including online platforms and internal support systems
- Excellent written communication with a focus on clarity, accuracy, and tone
- Strong problem-solving and analytical skills with sound escalation judgment
- Ability to work independently and collaboratively in a fast-paced environment
- Highly self-motivated, customer-focused, and proactive
- Flexibility and adaptability to changing priorities and workloads
- Provide technical admin training for clients / act as a technical product expert
- Hybrid attendance in Plovdiv office at least two days per week
- Additional relevant education
- Experience handling Business-to-Business enquiries
- Strong customer focus with a professional and positive attitude
- Excellent communication skills for internal collaboration
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The Company
