German-English Technical Support Representative – hybrid in Sofia

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience.  As a German-English Technical Support Representative working in a hybrid partially onsite in our Sofia, Bulgaria location and partially out of your home, you’ll be a part of bringing humanity to business. #experienceTTEC

What You’ll Do

Do you have a passion for technology, renewable energy and helping others? In this role, you’ll be troubleshooting with customers and helping to resolve their issues with a smile. You’ll collaborate internally with other team members to ensure you make the difference between their customer experience being just average or an exceptional one.

 During a Typical Day, You’ll

• Provide technical support to field engineers, technicians, and product support personnel involved in diagnosing, troubleshooting, and repairing renewable energy systems
• Assist sellers and homeowners during and after system installation and commissioning.
• Troubleshoot issues related to installations remotely via phone, email, and live chat
• Document all customer interactions in our Customer Relations Management System and ensure follow-up until cases are resolved
• Escalate complex issues to Tier 2 support and Team Lead as required
• Meet group and individual performance metrics, including response times and resolution rates

What You Bring to the Role

• Prior experience in Technical Support, Electronics or electrical support
• Ability to read, write and speak in German and English
• Ability to ask the right questions in a calm and respectful manner in order to diagnose issues and analyze complex data sets
• Aptitude and detail orientation to prepare technical support reports
• Comfortable to resolve the customer’s issues before escalating to the next level
• Comfortable with decision making by assessing the situation, researching potential solutions and making recommendations
• A technical solution-oriented mindset to ensure happy customers

What You Can Expect 

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Base wage plus performance based opportunities
• And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives

Visit https://mybenefits.ttec.com/?manual for more information.

A Bit More About Your Role

We’re committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family.

You'll report to Team Lead. You'll contribute to the success of the customer experience and the overall success of the team.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.