Level 1 Agent wtth French and English (day shifts)
On-siteSofia, Sofia-Capital, Bulgaria
Job Summary
Handle contacts promptly and professionally across all communication channels, registering, classifying, and resolving incidents while adhering to strict SLAs. Create tickets in management systems, fully document every interaction per quality assurance standards, and dispatch unresolved requests to appropriate resolution groups. Operate under close supervision to follow best practice ticket management processes, ensuring daily updates and compliance with internal policies. Protect confidential information, collaborate with team members, and mentor new hires during their incubation period. Maintain well-versed knowledge of help desk procedures and participate in internal feedback sessions to support continuous improvement.
Required Qualifications
- B2 level of written and oral English language
- excellent command in spoken and written in any of the listed languages: Czech/ Danish/ Dutch/ Estonian/ Finnish/ French/ German/ Greek/ Hungarian/ Italian/ Latvian/ Lithuanian/ Norwegian/ Polish/ Portuguese/ Romanian/ Slovak/ Spanish or Swedish
- Computer/IT literacy – comfortable working with Windows operating systems, Microsoft Office Suite, etc.
- Good analytical and troubleshooting skills
- Excellent time-management skills
- Ability to follow specific processes and procedures
- Team player
- Excellent communication skills, both oral and written
- Customer oriented
- enthusiastic
- courteous
- assertive
- motivated to take charge of both customer engagement and problem resolution
- Pass Acceptance tests (final test calls)
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