Junior Customer Support Agent with English – Windows apps

Who are we?

MobiSystems is a Bulgarian product development company that specializes in creating and selling its own productivity applications for Windows, Android, iOS, and macOS. With over 23 years of experience, we have successfully developed and launched renowned applications like OfficeSuite, PDF Extra, and more, which have become popular alternatives to products from Microsoft and Adobe. Our applications are trusted by over 600 million users worldwide. Currently, we have a team of 200 dedicated professionals at our headquarters in Sofia, Bulgaria, and an office in San Diego, USA.

What are we looking for?

A Junior Customer Support Agent who fancies joining a team with a contemporary outlook on what support does and how it operates. And don’t worry – it’s not a constant email-answering position. At MobiSystems, the support team is part of the product department and support agents actively contribute to how our software products are improved based on end-user feedback. Furthermore, as we are constantly expanding our support channels and services, you should be willing to constantly pick up new challenges and opportunities for development.

What you will do and learn as needed:

• Respond to customer inquiries and comments received via multiple channels, including email, live chat, online reviews and others.
• Address customer complaints, troubleshoot issues and provide effective solutions or workarounds for them. We aim to minimize template-based answers and instead approach every user with a personal touch.
• Utilize tools such as ZenDesk and Jira to manage support tickets and ensure timely responses to customers.
• Contribute to improving the products by collecting and reporting the top end-user requests and issues, so that they can be implemented or fixed.

Requirements:

• Empathy for users and customers.
• Good device & computer skills – a Windows and Android/iOS power user
• Experience with Microsoft Office – Word, Excel, PowerPoint
• Outstanding communication and problem-solving skills
• Excellent written English – level C1 or equivalent
• University degree.

Bonus points for:

• Working knowledge of language(s) other than English

What do we offer?

• Work at the Headquarters of a product company and have a say in the direction of its products;
• A healthy work environment with flexible working hours, either at home or in the office, no overtime, and no artificial deadlines.
• A great location – right next to a metro station, Paradise Center and the best park in Sofia.
• Opportunities for professional growth and freedom to make an impact.
• Multiple secondary benefits: additional health insurance with dental care coverage, sport program, corporate discounts, 25 days paid yearly leave + additional days off, etc.
• Regular performance assessment with salary review.
• Regular daytime working hours, 5-day workweek.

All applications will be treated with strict confidentiality in compliance with GDPR.