Customer Support Representative

Job highlights

Sofia

Technical Support

Full Time

Details

Requirements

Responsibilities

Founded in 2004 the cleversoft group is a leading cloud based RegTech provider for financial services. The company is headquartered in Munich with offices in Amsterdam, Frankfurt, The Hague, Luxembourg, Sofia. We optimize and automate business processes for regulatory documents, ensure AML & KYC compliance as well as efficient supervisory reporting of 1 000+ clients around the globe, including banks, insurance companies, custodians / investment management companies and asset managers. Through the partnership with Private Equity Investors, cleversoft group further accelerates its growth through acquisitions of SecondFloor, BusinessForensics, and CDDS in 2019, 2020, and 2021 respectively.

We are a team of more than 180 colleagues – diverse personalities who all want to grow together with you. Are you ready to break new ground with us? Then join us and help us strengthen our customer support team, as a Customer Support Representative in our Sofia office.

We offer:

Motivating and responsible work in an international company;
Working in a team of enthusiastic professionals, in a pleasant working environment;
Opportunity to work with state-of-the-art technologies, in a digital cloud-based environment, collaborating with the team anytime and from anywhere;
Project and teamwork providing cross-field experience;
25 paid vacation days annually;
Work schedule (evening hours) with policy allowing to work from home;
Opportunities for training, customer engagement, and conference participations;
Interview process with your future teammates;
Possibility for high impact and fast personal growth;
Competitive salary + employee benefits, e.g., a multisport card, additional medical insurance, etc.

cleversoft is an equal opportunity employer. We do not discriminate against any applicant or employee based on gender, sexual orientation, race, religion, belief, disability, or any other legally protected characteristic. We are committed to hiring the best candidates for our positions, regardless of these factors.

Bachelor’s degree related to Economics, Finance or IT.;
Previous working experience in a similar role, for example as a Customer Success Manager;
Previous experience preferably for a SaaS/software company.
Fluent in English; written and spoken;
A positive ‘can-do’ attitude with an eagerness to learn;
Available for shifts outside of standard business hours (evening);
Capability to communicate on a business level with clarity and empathy;
Communication is done predominantly written, but phone calls do occur;
Experience with Microsoft Excel;
Ability to work reliably, precisely, and independently.
Perseverance to solve problems.

We’re looking for first-line service desk colleagues for our growing business, who can support our clients in a swift and friendly manner. In your role you will support clients with their questions about our regulatory solutions, whether this is regarding our software (where Microsoft Excel is frequently used), regulatory inquiries or other service-related requests. Furthermore:

Provide customer support during business hours and/or during shifts: tracking and follow up of all incoming requests, provide first line support.
Troubleshooting and resolving issues in a professional and timely manner: customer communication, investigation and problem solving.
Follow-up requests with colleagues (second/third line) and escalate if needed.
Collaboration with the product team and your team members (either digitally and/or locally).
Maintain proper documentation regarding FAQ’s and our services.