Technical Support with Italian and English- Entry level, routers at Sutherland

📍 Job Overview

Job Title: Technical Support with Italian and English - Entry Level, Routers
Company: Sutherland
Location: Sofia, Bulgaria
Job Type: Full-time, On-site
Category: Customer Support, Technical Support
Date Posted: June 26, 2025

🚀 Role Summary

Provide exceptional customer service and technical support via phone and email for routers, Wi-Fi configurations, smart control ecosystems, and device integration.
Address customer inquiries related to accounts, products, and orders with expertise.
Use advanced tools to diagnose and solve technical challenges.
Maintain a balance of professionalism and warmth in every customer interaction.
Adhere to clients' guidelines and organizational policies.
Direct inquiries to relevant teams for thorough resolution.

📝 Enhancement Note: This role focuses on entry-level technical support, requiring strong communication skills and familiarity with router troubleshooting. It offers an opportunity to grow within the customer support field while learning about various technologies.

💻 Primary Responsibilities

Customer Support: Deliver exceptional customer service via phone and email, addressing inquiries related to accounts, products, and orders.
Technical Troubleshooting: Diagnose and solve technical challenges using advanced tools, maintaining a professional and warm demeanor.
Customer Interaction: Maintain a balance of professionalism and warmth in every customer interaction, adhering to clients' guidelines and organizational policies.
Issue Resolution: Efficiently direct inquiries to relevant teams for thorough resolution, ensuring customer satisfaction.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant training or certification in customer service or technical support is a plus.

Experience: Entry-level position; no prior experience required.

Required Skills:

Mastery of Italian (written and spoken) with strong command over English.
Proficiency in computer navigation and adept at multitasking.
Familiarity with internet router specs, connectivity issues, and troubleshooting.
Skilled in simplifying complex tech issues for a non-tech audience.
In-depth understanding of consumer electronics and troubleshooting techniques.
Exceptional communication skills, coupled with flexibility in work hours.

Preferred Skills:

Previous customer service or technical support experience.
Knowledge of other languages, particularly Spanish or French.

📊 Web Portfolio & Project Requirements

Not applicable for this role, as it focuses on customer support and technical troubleshooting rather than web development or server administration.

💵 Compensation & Benefits

Salary Range: The salary range for this entry-level position in Sofia, Bulgaria, is approximately 1,200 - 1,600 BGN (Bulgarian Lev) per month, based on industry standards and cost of living adjustments. This is an estimate and may vary based on individual qualifications and experience.

Benefits:

Competitive remuneration package.
Work in a contemporary office setting in Sofia.
Performance-based incentives.
Access to premium training to bolster skills.
Comprehensive benefits package, including:
- Additional health and life insurance.
- Food and gift vouchers.
- Transport allowance.
Employee recognition programs to celebrate achievements.

🎯 Team & Company Context

🏢 Company Culture

Industry: Business process outsourcing (BPO) and customer experience management.

Company Size: Sutherland is a global business process and technology services company with over 38,000 employees worldwide. This provides ample opportunities for growth and career advancement.

Founded: 1986, with a strong history in customer support and technical services.

Team Structure: The team consists of customer support and technical support specialists, team leaders, and managers. Collaboration and cross-functional support are essential for success in this role.

Development Methodology: Sutherland follows Agile methodologies to ensure efficient issue resolution and continuous improvement.

Company Website: Sutherland Global Services

📝 Enhancement Note: Sutherland's global presence and extensive experience in customer support and technical services provide a solid foundation for professional growth in this role.

📈 Career & Growth Analysis

Customer Support Career Level: This is an entry-level position in the customer support field, focusing on technical troubleshooting and customer service. It offers an opportunity to develop strong communication skills and gain experience in handling customer inquiries and technical challenges.

Reporting Structure: This role reports directly to the Team Lead or Manager, who oversees the day-to-day operations and provides guidance and support to team members.

Technical Impact: As a technical support specialist, you will directly impact customer satisfaction by resolving their technical issues efficiently and professionally. Your work will contribute to the company's overall customer experience and brand reputation.

Growth Opportunities:

Career Progression: With experience and demonstrated skills, you can advance to roles such as Senior Support Specialist, Team Lead, or Manager.
Technical Skill Development: Gain hands-on experience with various technologies, routers, and smart control ecosystems, expanding your technical skillset.
Leadership Potential: As you grow within the organization, you may have the opportunity to mentor new team members, lead projects, or manage teams.

📝 Enhancement Note: This entry-level role offers a solid foundation for career growth within the customer support and technical services field. With dedication and strong performance, you can advance to more senior roles and take on greater responsibilities.

🌐 Work Environment

Office Type: Sutherland's Sofia office is a contemporary, professional environment that fosters collaboration and productivity.

Office Location(s): Sofia, Bulgaria. The specific office address may vary based on the client or project you are assigned to.

Workspace Context:

Collaborative Environment: Work closely with team members to resolve customer issues and share best practices.
Tools and Resources: Utilize advanced tools and resources to diagnose and solve technical challenges efficiently.
Cross-functional Collaboration: Collaborate with other departments, such as sales, marketing, or product development, to ensure customer satisfaction and improve overall processes.

Work Schedule: Full-time, on-site position with a standard workweek of 40 hours. Flexibility in work hours is required to accommodate customer support needs during peak times.

📝 Enhancement Note: Sutherland's Sofia office provides a collaborative and professional work environment that supports the growth and success of its employees.

📄 Application & Technical Interview Process

Interview Process:

Phone Screening: A brief phone call to assess your communication skills, language proficiency, and understanding of the role.
Technical Assessment: A hands-on test to evaluate your troubleshooting skills, familiarity with router specifications, and ability to explain technical concepts in simple terms.
Behavioral Interview: An in-depth discussion to assess your problem-solving skills, customer service experience, and cultural fit within the organization.
Final Interview: A meeting with the hiring manager or team lead to discuss your career goals, expectations, and any remaining questions.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation:

Brush up on your router troubleshooting skills and familiarize yourself with common connectivity issues.
Practice explaining technical concepts in simple, non-technical terms.
Prepare examples of how you have handled difficult customers or challenging technical issues in the past.

ATS Keywords: Not applicable for this role, as it focuses on customer support and technical troubleshooting rather than web development or server administration.

📝 Enhancement Note: The interview process for this role focuses on assessing your communication skills, technical troubleshooting abilities, and cultural fit within the organization. Be prepared to demonstrate your problem-solving skills and customer service experience.

🛠 Technology Stack & Web Infrastructure

Not applicable for this role, as it focuses on customer support and technical troubleshooting rather than web development or server administration.

👥 Team Culture & Values

Customer Support Values:

Customer-centric: Always prioritize customer satisfaction and strive to exceed their expectations.
Professionalism: Maintain a high level of professionalism in all customer interactions, adhering to clients' guidelines and organizational policies.
Adaptability: Be open to learning and adapting to new technologies, tools, and processes.
Collaboration: Work closely with team members to resolve customer issues and share best practices.

Collaboration Style:

Cross-functional Collaboration: Work closely with other departments to ensure customer satisfaction and improve overall processes.
Knowledge Sharing: Share your technical expertise and best practices with team members to help them grow and improve.
Continuous Learning: Stay up-to-date with the latest technologies, trends, and best practices in customer support and technical troubleshooting.

📝 Enhancement Note: Sutherland's customer support team values professionalism, adaptability, and collaboration. These values are essential for success in this role and contribute to the team's overall effectiveness in resolving customer issues and maintaining high levels of customer satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Router Troubleshooting: Develop your skills in diagnosing and resolving router connectivity issues, smart control ecosystems, and device integration challenges.
Customer Service: Handle difficult customers and challenging technical issues with professionalism and patience.
Adaptability: Stay up-to-date with the latest technologies, tools, and processes, and be open to learning and adapting to change.

Learning & Development Opportunities:

Technical Skill Development: Gain hands-on experience with various technologies, routers, and smart control ecosystems, expanding your technical skillset.
Customer Service Training: Enhance your customer service skills through on-the-job training, workshops, and webinars.
Leadership Development: As you grow within the organization, you may have the opportunity to mentor new team members, lead projects, or manage teams.

📝 Enhancement Note: This entry-level role offers numerous opportunities for technical skill development, customer service training, and career growth within the customer support and technical services field.

💡 Interview Preparation

Technical Questions:

Router Troubleshooting: Be prepared to discuss common router connectivity issues, their causes, and potential solutions.
Customer Service: Prepare examples of how you have handled difficult customers or challenging technical issues in the past.
Problem-solving: Demonstrate your ability to think critically and solve problems by walking through a real-life scenario and explaining your thought process.

Company & Culture Questions:

Company Knowledge: Research Sutherland's history, mission, and values to demonstrate your interest in and understanding of the organization.
Team Fit: Prepare examples of how your personal values and work style align with Sutherland's customer support values and collaboration style.
Career Goals: Be ready to discuss your short-term and long-term career goals, and how this role fits into your overall career plan.

Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: Prepare for your interview by brushing up on your router troubleshooting skills, customer service experience, and research on Sutherland's history, mission, and values. Be ready to demonstrate your problem-solving skills and cultural fit within the organization.

📌 Application Steps

To apply for this Technical Support with Italian and English - Entry Level, Routers position:

Submit your application through the Sutherland careers page.
Prepare for the phone screening by practicing your communication skills and familiarizing yourself with common router connectivity issues.
Research Sutherland's history, mission, and values to demonstrate your interest in and understanding of the organization.
Brush up on your router troubleshooting skills and prepare examples of how you have handled difficult customers or challenging technical issues in the past.
Prepare for the behavioral interview by reflecting on your problem-solving skills, customer service experience, and career goals.
Review the job description and company information to ensure you fully understand the role and its requirements.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support and technical troubleshooting roles.
Include customer service best practices, router troubleshooting techniques, and problem-solving methods.
Emphasize communication skills, adaptability, and professionalism in customer interactions.
Address customer support career progression paths and technical skill development opportunities.
Provide tactical advice for customer service interviews and technical challenge preparation.

Quality Standards:

Ensure no content overlap between sections; each section must contain unique information.
Only include Enhancement Notes when making significant inferences about customer support processes, router troubleshooting, or team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and technical troubleshooting-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific router specifications, connectivity issues, and troubleshooting techniques relevant to the role.
Address customer support career progression paths and technical leadership opportunities in customer support teams.
Provide tactical advice for customer service interviews, technical challenge preparation, and portfolio development.
Include customer support team culture, cross-functional collaboration, and user impact measurement.
Emphasize problem-solving methods, performance optimization, and scalable technical support processes.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and technical troubleshooting industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and user impact measurement.

Customer Support & Technical Troubleshooting Focus:

Emphasize customer service best practices, router troubleshooting techniques, and problem-solving methods.
Include specific portfolio requirements tailored to the customer support discipline and role level.
Address browser compatibility, accessibility standards, and user experience design principles as they relate to customer support and technical troubleshooting.
Focus on problem-solving methods, performance optimization, and scalable technical support processes.
Include technical presentation skills and stakeholder communication for customer support projects.

Avoid:

Generic business jargon not relevant to customer support or technical troubleshooting roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific customer support or technical troubleshooting role.
Marketing language unrelated to customer support, technical troubleshooting, or user experience.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support and technical troubleshooting candidates evaluating career opportunities and preparing for technical interviews in the customer support industry.

Technical Support with Italian and English- Entry level, routers