We are looking for a Technical Support Representative for our Night Shifts who will be the go-to expert for international clients using our SaaS platform. Your objective is not only to solve product-related issues with expertise in a timely and accurate manner, but also to strategically guide our customers to ensure they achieve their business goals and realise the full value of Adverity. This is a full-time positionwhere you can work remotely in Bulgaria or join our colleagues in our co-working space in Sofia.
You will rotate within the team to provide round-the-clock service for our international customers working three weeks of early-night shifts starting from 5pm - 2am (with a one hour break) and once a month take over a week of night shifts from 1am - 10am. Some of the things you'll work on: Act as the primary contact for clients on Adverity's product usage and operational issues. Troubleshoot customer problems for both technical and non-technical users, managing the resolution process to minimise escalations and time-to-value.
Serve as an escalation point for complex issues, coordinating with internal teams for effective resolutions, and proactively updating customers on case progress. Provide expert guidance on product functionality and best practices, engaging with customers through various channels to understand their needs. Analyse usage patterns to make recommendations, determine when to guide self-resolution versus implementing solutions, and collaborate to define requirements and propose tailored solutions. Contribute to the knowledge base used by customers and internal teams, validating content for AI support tools and refining documentation based on customer trends. Create and deliver enablement content to educate clients on platform usage.
We're excited if you have: Previous experience in a helpdesk or customer-facing role. A consultative mindset with genuine empathy and emotional intelligence. Experience with advertising platforms (e. g. , Google, Meta, Salesforce, TikTok) Exposure to web technologies and related stacks (API, ETL, SQL). A strong drive to learn and discover new technologies. Outstanding communication skills (written and verbal), with the ability to build trust and rapport. Proficiency in English is needed. Any additional languages (e. g. , German) are a plus. Experience with support ticketing systems like Zendesk is preferred. Friendly, approachable personality with excellent prioritisation and multitasking skills.
Why you'll love it here: Flexible working hours and home-office Internal shares program (EDPP) Ergonomic workspace and cutting edge technology 25 days annual leave (excluding Bulgarian public holidays) Regular team events (also remote) Modern and stylish office in Sofia Sustainable merch for all employees Adverity Social Responsibility Days (+2 days paid off) Are you ready to apply? Apply now if you are ready to revolutionise the way businesses work with marketing data. We look forward to receiving your application!
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