Technical Support Agent

Permanent employee, Full-time · Varna

Main responsibilities

Customer Interaction: Respond to customer inquiries through Zendesk, delivering timely and accurate support that meets key performance indicators
Customer Experience: Build positive interactions with customers and internal partners, providing a level of service that exceeds expectations
Issue Resolution: Troubleshoot and resolve common technical problems, such as configuration issues or product mapping errors, with efficiency and accuracy
Escalation Management: Identify and escalate complex issues to Tier 2 support as needed, ensuring comprehensive documentation and context are provided
Knowledge Base Contribution: Use and contribute to internal knowledge base articles, helping keep our resources up-to-date for both customers and support agents
Data Collection: Maintain accurate records of customer interactions and issue resolutions in our CRM, supporting a seamless experience for future reference

Requirements

Experience: 2-4 years of technical support experience, ideally within a SaaS or technology environment
Communication Skills: Proficient in verbal and written English with excellent communication abilities
Technical Knowledge: Familiarity with Zendesk, Google Suite, and Jira. Knowledge of Salesforce, HTML, CSS, and data analysis is a plus

What we offer in return

Competitive salaries based on performance reviews with additional benefits
24 days of holiday which further increase with the time spent in the company
Office working hours on schedule
Opportunities for professional growth and career development
Dynamic work environment in young team
Additional health insurance package
Birthday vouchers
Opportunity for sport card
Fresh fruits and beverages in the office
Modern offices around the world
Entertainment spaces, teambuilding events, parties, and participation in different events

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