Technical Customer Support Agent (English) at David Kennedy Recruitment

📍 Job Overview

Job Title: Technical Customer Support Agent (English)
Company: David Kennedy Recruitment
Location: Sofia, Bulgaria OR Plovdiv, Bulgaria
Job Type: Full-time
Category: Customer Support
Date Posted: 2025-07-31
Experience Level: Entry-level to 2 years
Remote Status: Hybrid (3 days home, 2 days office work per week)

🚀 Role Summary

Primary Responsibilities: Provide high-quality technical support to customers via phone, maintain accurate records, and actively promote relevant products and services.
Key Skills: English language proficiency, excellent communication skills, patience, empathy, troubleshooting, problem-solving, computer literacy, time management, and team-oriented mindset.

📝 Enhancement Note: This role requires a strong customer focus and excellent communication skills, with a genuine excitement for assisting customers. Previous experience in communication or customer service is considered an advantage.

💻 Primary Responsibilities

Customer Interaction: Ensure high-quality service over the phone in line with company standards, providing timely feedback to end users after requests or case processing.
Product Promotion: Actively promote and educate customers about relevant products and services, conducting sales through service when appropriate.
Record Keeping: Maintain accurate and up-to-date records of all activities and operations in the company database.
Internal Support: Use specialized software to provide queries and support for internal work systems.

📝 Enhancement Note: This role requires a strong focus on customer satisfaction, with the ability to adapt to changing conditions and work effectively in a dynamic environment.

🎓 Skills & Qualifications

Education: High school diploma or equivalent.

Experience: Entry-level to 2 years in communication, customer service, or a related field.

Required Skills:

English language proficiency
Excellent communication skills
Patience, empathy, and strong interpersonal skills
Confident in troubleshooting and problem-solving
Ability to work effectively in a dynamic environment and adapt to changing conditions
Strong computer literacy and ability to work with multiple systems
Excellent time management and prioritization skills
Team-oriented mindset and strong collaboration skills
High level of self-discipline, confidentiality, and attention to detail

Preferred Skills:

Previous experience in communication or customer service

📝 Enhancement Note: While a degree is not always required, candidates with relevant experience in communication or customer service will be prioritized.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Service Portfolio: A portfolio demonstrating successful customer interactions, problem-solving techniques, and customer service strategies.
Communication Skills: Examples showcasing excellent communication skills, both written and verbal.
Problem-Solving Skills: Case studies or examples highlighting the candidate's ability to troubleshoot and resolve customer issues.

Technical Documentation:

Process Documentation: Documentation outlining the candidate's understanding of customer service processes, workflows, and escalation procedures.
Performance Metrics: Data demonstrating the candidate's ability to meet or exceed key performance indicators (KPIs) in previous customer service roles.

📝 Enhancement Note: While a traditional web portfolio is not required for this role, candidates should be prepared to discuss their customer service experience, strategies, and achievements.

💵 Compensation & Benefits

Salary Range: The salary range for this position is not explicitly stated. However, based on market research and regional standards for entry-level customer support roles in Bulgaria, the estimated salary range is between 1,200 and 1,800 BGN (Bulgarian Lev) per month, before taxes.

Benefits:

Excellent remuneration package based on experience, skills, and performance
Dynamic and creative team with a positive and friendly atmosphere
Guidance and tools to reach full potential
Hybrid working model (2 days in the office per week)
Paid training for 19 workdays (1 month) with working hours Monday–Friday, 10 AM - 06:30 PM
Choice between 4 or 5-day working week (8-hour shifts across 5 workdays per week OR 10-hour shifts across 4 workdays per week, scheduled between 10 AM - 11 PM)
Food vouchers
Rewarding performance bonuses

📝 Enhancement Note: The salary range provided is an estimate based on market research and may vary depending on the candidate's experience and performance. The benefits package is designed to attract and retain top talent in the customer support industry.

🎯 Team & Company Context

🏢 Company Culture

Industry: Outsourcing/BPO

Company Size: Medium to large-sized company with multiple locations.

Founded: The founding date of the company is not explicitly stated.

Team Structure:

Customer Support Team: The team consists of English-speaking customer support agents who provide technical assistance to customers via phone.
Management Team: The management team oversees the customer support team, ensuring high-quality service and customer satisfaction.
Cross-Functional Collaboration: The customer support team works closely with other departments, such as sales and marketing, to promote relevant products and services.

Development Methodology:

Customer Service Processes: The company follows established customer service processes and workflows to ensure consistent and high-quality service.
Performance Metrics: The company tracks key performance indicators (KPIs) to measure the effectiveness of its customer support team and identify areas for improvement.
Continuous Improvement: The company fosters a culture of continuous improvement, encouraging employees to suggest and implement changes to enhance the customer experience.

Company Website: David Kennedy Recruitment

📝 Enhancement Note: The company culture emphasizes customer satisfaction, continuous improvement, and cross-functional collaboration. The company's size and industry context provide opportunities for professional growth and development within the customer support field.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level to intermediate position in the customer support field, focusing on providing technical assistance to customers via phone.

Reporting Structure: The customer support agent reports directly to the customer support team manager, who oversees the team's performance and ensures high-quality service.

Technical Impact: The customer support agent has a direct impact on customer satisfaction and the company's overall reputation. By providing excellent service and resolving customer issues efficiently, the agent contributes to the company's success and growth.

Growth Opportunities:

Promotion to Team Lead/Supervisor: With experience and demonstrated leadership skills, customer support agents may be promoted to team lead or supervisor roles, overseeing the performance of other customer support agents.
Career Transition to Other Roles: As customer support agents gain experience and develop their skills, they may transition to other roles within the company, such as sales, marketing, or product management.

📝 Enhancement Note: The career progression path for customer support agents typically involves moving into leadership or management roles within the customer support team or transitioning to other roles within the company. The company's size and industry context provide opportunities for professional growth and development within the customer support field.

🌐 Work Environment

Office Type: The company offers a hybrid work model, with employees working from home for three days a week and in the office for two days a week.

Office Location(s): The company has offices in Sofia and Plovdiv, Bulgaria.

Workspace Context:

Home Office: Employees working from home are expected to have a suitable workspace with a stable internet connection and appropriate equipment.
Office Workspace: The office workspace is designed to be collaborative and supportive, with access to necessary tools and resources for customer support agents to perform their jobs effectively.
Cross-Functional Collaboration: Customer support agents work closely with other departments, such as sales and marketing, to promote relevant products and services and ensure customer satisfaction.

Work Schedule: The work schedule is flexible, with employees able to choose between a 4-day or 5-day working week, with either 8-hour shifts across 5 workdays per week or 10-hour shifts across 4 workdays per week, scheduled between 10 AM - 11 PM.

📝 Enhancement Note: The hybrid work model offers employees the flexibility to balance their work and personal lives while maintaining a collaborative and supportive work environment. The company's size and industry context provide opportunities for professional growth and development within the customer support field.

📄 Application & Technical Interview Process

Interview Process:

Phone Screening: A brief phone call to assess the candidate's communication skills and English language proficiency.
Behavioral Interview: A structured interview focusing on the candidate's problem-solving skills, customer service experience, and cultural fit.
Role-Play Scenario: A scenario-based exercise to evaluate the candidate's ability to handle customer interactions and resolve issues effectively.
Final Decision: The hiring manager makes a final decision based on the candidate's performance throughout the interview process.

Portfolio Review Tips:

Customer Service Portfolio: Highlight successful customer interactions, problem-solving techniques, and customer service strategies.
Communication Skills: Demonstrate excellent communication skills, both written and verbal, through examples and case studies.
Problem-Solving Skills: Showcase the candidate's ability to troubleshoot and resolve customer issues through real-life examples and case studies.

Technical Challenge Preparation:

Phone Etiquette: Brush up on phone etiquette and active listening skills to ensure effective communication with customers.
Problem-Solving Techniques: Review and practice problem-solving techniques to demonstrate the ability to handle customer issues efficiently.
Product Knowledge: Familiarize oneself with the company's products and services to provide accurate and helpful information to customers.

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Technical Customer Support Agent (English)