Technical Support T1 at Xirgo Technologies

Burgas, Burgas, Bulgaria -

Full Time

Start Date

Immediate

Expiry Date

13 Oct, 26

Salary

0.0

Posted On

15 Jul, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Service, Ticket Management, English Proficiency, Microsoft Office, Analytical Thinking, Problem Solving, Communication Skills, Interpersonal Skills, Organizational Skills

Industry

technology;Information and Internet

Description

About the role The Technical Support Agent serves as the first point of contact for clients and partners, addressing common technical issues and inquiries. Responsible for managing support tickets received via phone, email, or web channels, the agent strives to resolve issues promptly or determine if escalation to a higher support tier is necessary. Complex or unresolved inquiries are escalated to the Technical Support team when no immediate solution is available. Be advised that the position covers the American business hours. We provide 24x7 support services through rotating 8-hour shifts to ensure round-the-clock coverage. Shifts include, mornings, afternoons, nights, weekends and holidays. General Responsibilities • Answers incoming customer calls regarding product problems, service questions and general concerns • Responsible for maintaining a high level of professionalism with clients and working to establish a positive relationship with them by providing timely and quality services • Updates support ticket information accurately in the customer service database throughout each interaction or investigation process • Handles newly submitted support tickets and provides them with first technical contact • Monitors and updates with relevant information all support tickets in the relevant queues during the working hours • Evaluates and escalates complex technical issues to a higher support tier • Supports onboarding of new customers, ensuring an excellent experience by providing comprehensive product education and training • Maintains up-to-date expertise in all Xirgo vehicle and asset telematics products and associated software solutions • Reports recurring issues to support management Experience / Qualifications • Proficiency in English at B2 level or higher • Good computer skills, including knowledge of Microsoft Office applications (Outlook, Word, PowerPoint, and Excel) • High school diploma required. A university degree (preferably in a technical field) is strongly preferred • Personal qualities: analytical thinking, strong problem-solving skills and logical reasoning; exceptional teamwork, communication, and interpersonal skills; high degree of professionalism, discretion, initiative, and loyalty • Excellent organizational skills. Benefits of joining us • Individual Development Plan (IDP): Build your career path and grow professionally across various departments, including QA, Software Development, and more • Global Experience: Work with diverse teams in a dynamic, multicultural environment • Personal Health & Wellness: Enjoy a fully covered Multisport card and an extended insurance coverage package for your well-being plus training equipment available in the office • Additional benefits: Monthly food vouchers and performance bonus

Responsibilities

Act as the first point of contact for clients to resolve technical issues via phone, email, and web channels. Manage support tickets, provide product education during onboarding, and escalate complex issues to higher tiers.