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Technical Support Engineer Level 2 with French and English

Sofia , Bulgaria

Tek Experts

Mandatory:

English Proficiency

French Proficiency

Company

Tek Experts

Employment type

Full time

Experience

Entry level

DESCRIPTION

We’re seeking a customer-oriented, multilingual Technical Support Engineer Level 2 to work on behalf of our client to resolve difficult customer cases. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service.

Responsibilities:

Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
Apply technical knowledge relevant to the solution using technical documentation and guidance from team members, technical leads, and subject matter experts to research and identify appropriate remediation steps.
Escalate complex or atypical cases to higher-level technical support as needed.
Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.

REQUIREMENTS

1 year of technical and customer support experience is required.
Proficiency in both written and spoken French and English
Higher-level technical education is preferred.
Certifications relevant to the product are helpful.
Technically proficient and have higher education classwork in IT or technical work, or experience with enterprise support.
Enjoy solving complex technical issues.
Customer-obsessed, take the initiative, and exceed expectations.

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