Support Engineer

Ciklum is looking for a Support Engineer to join our team full-time in Bulgaria.

We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

As a Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow.

The candidate will be working with suppliers who need help in the platform or need to get started with Syndigo. Our requests are varied- user needing a username or password reset, do not know how to fill out data in platform, do not know recipient process, need training on best practices. If you are not familiar with our platform then the requests will not make much sense.

  Responsibilities:

• Answering inbound calls and emails from customers as well as responding in a timely and professional manner
• Managing your day-to-day work
• Maintaining knowledge of our products and services to provide accurate information to customers
• Fully addressing client’s questions/issues to make sure they have what they need
• Use opportunities to not only assist customers, but also educate them on important features and processes when necessary
• Escalating issues to our Tier 2 support teams when necessary
• Meeting or exceeding performance metrics, such as response time, resolution time, and customer satisfaction ratings
• Troubleshooting technical issues and providing solutions to customers
• Maintaining a positive and professional attitude with all clients and teammates

Requirements:

• 1-2 years of experience in customer service or a related field (preferred)
• Excellent communication skills, both verbal and written
• Ability to work independently and as part of a team
• Excellent problem-solving and critical-thinking skills
• Ability to empathize with customers and convey confidence
• Works with a sense of urgency with the ability to prioritize individual tasks 
• Proficient in Microsoft Office and other basic computer skills
• Knowledge of basic technical terminology preferred

What`s in it for you?

• Regular salary reviews based on performance
• Corporate events: webinars, offline parties, and meetups
• Internal Mobility Program
• Tailored education path (including full access to Udemy, certifications, etc.)
• 25 paid days off: 20 business days of vacation per calendar year + 5 undocumented sick leave days
• Additional health insurance
• 100% company-covered Multisport card, with discounts available for family members

About us:

At Ciklum, we are always exploring innovations, empowering each other to achieve more, and engineering solutions that matter. With us, you’ll work with cutting-edge technologies, contribute to impactful projects, and be part of a One Team culture that values collaboration and progress.

Since expanding to Bulgaria in 2022, we’ve been building a fast-growing team that thrives on learning, collaboration, and innovation. Join us on this exciting journey and help shape the future of our delivery center.

Explore, empower, engineer with Ciklum!

Interested already? We would love to get to know you! Submit your application. We can’t wait to see you at Ciklum.

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