Technical Support Specialists to Sofia

Interoute is an international ICT provider and the owner operator of an award winning global cloud services platform. Interoute provides Connectivity, Communications and Computing services to international enterprises, service providers, mobile operators, and global internet businesses. The Interoute team supports customers from our offices across the world. Whether it's hosting ecommerce websites, managing critical customer applications in our 12 data centres, or connecting business across our 67,000 kilometres fibre network, we have it covered.

Sofia office is one of the 40 offices we have around the world. Our areas of expertise include Cloud Services, Managed Hosting, IP, Transmission, Unified Communications, Information Security and Project Management. In the Sofia office we have more than 370 employees from 11 nationalities.

So if you are willing to take your career to new heights, to improve your expertise and unfold your potential, join and develop with our international team in Sofia where you will have:
- Opportunity for professional development in a truly international, fast-growing and innovative company
- Challenging and exciting work with the latest cutting-edge technologies
- Exposure to business best practices where knowledge sharing and professional enrichment are part of your everyday work-life
- Great working atmosphere within a team of successful, talented and motivated professionals

Employer´s name: Interoute
Job title: Technical Support Specialist
Number of posts: 1+

Job description: The person will be single point of contact for Interoute customer base in case of incidents, requests or other information that is required by a customer.
Will receive, log & handle incoming calls, emails and instant chat requests regarding Interoute's video and Microsoft Lync services.
Will provide a First Time Fix (FTF) of between 60-70% in cases handled.
Will support and collaborate with Interoute's 2nd and 3rd level technical team.
Will work according to Interoute's key SLA's for the video services.
Will track resolution of any hardware replacements to ensure SLA's met.

Essential requirements:
- Customer service, IT help desk or call centre support experience.
- Customer focused, analytical thinker who can quickly assess and identify customer needs.
- Good knowledge of the Internet, Internet technologies that include: PCs, TCP/IP, E-mail, Dial-up and ADSL, Dedicated Access, hosting and security products.
- Good level of proficiency of spoken and written English and Swedish
- High school diploma or equivalent.
- Proficient in a PC/Windows environment with good keyboarding skills.
- Ten finger typing and/or knowledge on Siebel CRM would be an advantage.

Desirable requirements:
Able to resolve problems quickly, accurately and through to resolution / closure.
Positive, proactive, and personable
Fluent written and spoken English (default language)
Excellent communication skills.
Strong sense of responsibility.
Team player in multi cultural team.
Ability to deal with change.
Interest in new technology

Place of work: Sofia, Bulgaria

Does the employer help with acommodation, interview and/or relocation costs etc? Yes, some assistance will be given.