Software Support Technician

Permanent employee, Full-time · Ruse

Main responsibilities

Customer Interaction: Respond to customer inquiries via Zendesk providing timely and accurate support within expected KPIs
Best in Class Customer Experience: Interact with customers and internal partners with kindness and enthusiasm, going above and beyond to provide a great experience
Issue Resolution: Troubleshoot and resolve common technical problems, such as basic configuration issues or product mapping/matching errors
Escalation: Identify and escalate complex issues to Tier 2 support, providing detailed documentation and context
Knowledge Base: Utilize and contribute to internal knowledge base articles, ensuring up-to-date and comprehensive resources for customers and support agents
Data Collection: Document customer interactions and issue resolutions in our CRM system, ensuring accurate records for future reference

Requirements

2-4 years of customer service experience, preferably in a SaaS technology environment
Excellent verbal and written English communication
Required tool knowledge: Zendesk, Google Suite, Jira
Nice to have: Salesforce, basic experience with HTML, CSS, and Data analysis and importing
The Support Agent should have strong communication skills to communicate with customers and across internal cross-functional teams
Be highly adaptable to a fast-paced start-up environment, embracing change, and thriving in a sometimes-uncertain atmosphere
Solve problems, multitask, and manage time
High attention to detail and technical aptitude

What we offer in return

Competitive salary packages plus a range of region-specific benefits
Clear career paths and opportunities for continuous professional development
Exciting, meaningful work within a fast-growing international organisation
Modern office spaces across the globe
A vibrant company culture with regular team events and social activities
Entertainment zones, team-building programmes, and local cultural celebrations
Hybrid working options – enjoy the flexibility of working from home and the office
Additional holiday days added the longer you’re with Flat Rock

Privacy statement

If that sounds just like you, apply now by sending your CV in English!

By submitting your application, you agree that FRT will use your personal data for recruitment purposes only. All documents will be treated in the strictest confidentiality.
Only short-listed candidates will be invited for an interview.

We can’t wait to meet you!

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About us

At Flat Rock Technology, we build the future!

Whether it’s helping clients grow their teams through staff augmentation, developing software that scales businesses, protecting companies from cyber threats, or managing large operational teams as an extension of each of our wonderful customers, we’re there to empower growth and drive impact.

With offices across the Globe: UK, Europe, South America, Sri Lanka, and the US, we’re a fast-growing global tech and staff augmentation organization delivering cutting-edge software development, data services, and business process outsourcing to clients worldwide.

We believe in innovation, ownership, and growing & developing our people. Your ideas matter here and your work truly makes a difference. Whether we're engineering powerful software, optimizing operations, or helping customers scale, we move fast, stay curious, and build with purpose.

Join a team that’s collaborative, ambitious, and always pushing for better.

At Flat Rock, we don’t just follow the future - we create it.

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Thank you for your interest in Flat Rock

Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to hr@flatrocktech.com