Technical Customer Service Specialist – French & English

Description

Our client is a global leader in secure and intelligent access solutions, trusted by organisations across a wide range of industries. With a strong focus on innovation and technology, they develop solutions that combine security, convenience and intelligent access management.

We are looking for an experienced Technical Customer Service Specialist to join their team in Sofia. 

Job Profile for Technical Customer Service Specialist
Responsibilities will include, but not be limited to:

• Handle incoming customer requests and ensure timely follow-up from initial contact and case assessment through to resolution, keeping customers informed and working within agreed SLA requirements
• Gather the necessary information from customers to understand the nature and priority of each case and determine the appropriate next steps
• Guide on common technical issues related to Windows, software, hardware, connectivity, power supply, equipment status, access badges, and basic lock or badge functions
• Check service and contract coverage and coordinate with relevant internal teams when quotations, releases, or order-related actions are required
• Collaborate with L2 and L3 Support, Field Service Specialists, and other internal stakeholders on cases requiring further technical investigation or on-site assistance
• Ensure smooth case handovers while maintaining ownership throughout the process and keeping customers and internal teams clearly informed
• Provide remote assistance for issues that can be resolved without an on-site visit, using approved tools to access customer systems where required
• Maintain accurate and up-to-date case information in the relevant systems, document actions and customer interactions, prepare intervention reports, and close cases once the required resolution has been completed

Candidate Profile for Technical Customer Service Specialist

• Must be fluent in French and English, both written and spoken
• 1–3 years of professional experience in technical support, help desk, service coordination, hospitality/access systems, field service administration, or a similar customer-facing technical role
• Experience with remote technical support, customer support, service contracts, and SLA-based case management is preferred
• Basic knowledge of Windows, networking, software, hardware, and connectivity, with the ability to diagnose and resolve common first-level technical issues
• Strong analytical and problem-solving skills, with the ability to ask the right questions, identify the cause of an issue, and determine the appropriate next steps
• Excellent communication and customer service skills, with a professional and conscientious approach to phone-based support
• Experience with ticketing or service management systems, combined with strong organisational skills and the ability to prioritise multiple cases and follow them through to resolution or escalation

What Our Client Offers

• Attractive remuneration package
• Flexible hybrid working model
• 25 days of paid annual leave
• Free lunch at the workplace
• Additional health insurance
• Employee Assistance Program, including mental health, legal and financial counselling
• €102.26 in monthly food vouchers
• Public transport card
• Optional parking space
• Multisport card
• Language training opportunities
• Employee referral program
• Brand-new modern office in a Class A business building
• Fresh fruit available in the office
• Training and mentorship programs
• Access to more than 15,000 LinkedIn Learning courses to support your professional development

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