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, Sofia-Grad, Bulgaria
Job Type: Full-time
Category: Customer Support, Technical Support
Date Posted: 2025-06-24
Experience Level: Entry Level (0-2 years)

🚀 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 client guidelines and organizational policies.
Direct inquiries to relevant teams for thorough resolution.

📝 Enhancement Note: This role requires strong language skills in Italian and English, with a focus on providing excellent customer service and technical support for router-related issues.

💻 Primary Responsibilities

Customer Interaction: Handle customer inquiries via phone and email, addressing their concerns and providing solutions.
Technical Troubleshooting: Diagnose and resolve technical challenges related to routers, Wi-Fi configurations, and device integration using advanced tools.
Customer Service: Maintain a professional and warm demeanor while assisting customers, ensuring their satisfaction and loyalty.
Policy Adherence: Follow client guidelines and organizational policies to maintain high-quality service standards.
Team Collaboration: Coordinate with relevant teams to ensure thorough resolution of customer inquiries.

📝 Enhancement Note: This role requires strong multitasking skills and the ability to simplify complex technical issues for a non-tech audience.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant college degree or certification is a plus.

Experience: 0-2 years of experience in customer service, technical support, or a related field.

Required Skills:

Language Proficiency: Mastery of Italian (written and spoken) with strong command over English.
Computer Skills: Proficient in computer navigation and adept at multitasking.
Technical Knowledge: Familiarity with internet router specs, connectivity issues, and troubleshooting.
Communication Skills: Exceptional communication skills, coupled with flexibility in work hours.

Preferred Skills:

Experience in customer service or technical support.
Knowledge of consumer electronics and troubleshooting techniques.
Familiarity with smart control ecosystems and device integration.

📝 Enhancement Note: While not explicitly stated, having a basic understanding of networking concepts and router configurations would be beneficial for this role.

📊 Web Portfolio & Project Requirements

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

💵 Compensation & Benefits

Salary Range: Not specified. Research indicates that entry-level technical support roles in Sofia, Bulgaria, typically range from BGN 1,000 to BGN 1,500 (approx. EUR 510 to EUR 765) per month, depending on the company and candidate's skills and experience.

Benefits:

Competitive remuneration package.
Work in a contemporary office setting in Sofia.
Performance-based incentives.
Access to premium training to bolster skills.
Relocation package for those moving to Sofia (if applicable).
Comprehensive benefits package, including additional health and life insurance, food and gift vouchers, and a transport allowance.
Employee recognition programs.

📝 Enhancement Note: Salary and benefits information should be verified with the hiring organization, as they may vary based on individual circumstances and company policies.

🎯 Team & Company Context

🏢 Company Culture

Industry: Business Process Outsourcing (BPO) and Customer Experience Management.

Company Size: Medium to large, with a global presence and multiple locations worldwide.

Founded: 1986. Sutherland has over three decades of experience in providing customer experience management, technical support, and BPO services to various industries.

Team Structure: The technical support team consists of customer service representatives, team leads, and managers. The team works closely with other departments, such as quality assurance and training, to ensure high-quality service and continuous improvement.

Development Methodology: Sutherland follows a customer-centric approach, focusing on delivering exceptional customer experiences through continuous improvement, innovation, and collaboration.

Company Website: Sutherland Global

📝 Enhancement Note: Sutherland's global presence and experience in the BPO and customer experience management industry indicate a well-established company culture focused on customer service and continuous improvement.

📈 Career & Growth Analysis

Web Technology Career Level: Not applicable, as this role is focused on customer support and technical troubleshooting rather than web development or server administration.

Reporting Structure: This role reports directly to the Team Lead or Manager of the technical support team.

Technical Impact: The primary technical impact of this role is to provide expert assistance and resolve technical challenges related to routers, Wi-Fi configurations, and device integration, ensuring customer satisfaction and loyalty.

Growth Opportunities:

Career Progression: With experience and strong performance, candidates may advance to team lead or manager positions, or explore other opportunities within the company, such as quality assurance, training, or project management.
Skill Development: Sutherland offers access to premium training to bolster employees' skills, providing opportunities for continuous learning and growth.

📝 Enhancement Note: While this role is focused on customer support and technical troubleshooting, there may be opportunities for growth and career progression within the company, depending on the individual's skills, performance, and interests.

🌐 Work Environment

Office Type: Contemporary office setting in Sofia.

Office Location(s): Sofia, Bulgaria.

Workspace Context:

Collaboration: The technical support team works closely together, sharing knowledge and supporting each other to ensure high-quality service.
Tools & Equipment: Sutherland provides the necessary tools and equipment for customer service representatives to perform their jobs effectively, such as computers, headsets, and customer relationship management (CRM) software.
Work Schedule: The work schedule may include shifts, weekends, and holidays, depending on the company's service requirements and customer needs.

Work Schedule: Full-time, with shifts that may include evenings, weekends, and holidays.

📝 Enhancement Note: The work environment at Sutherland is focused on customer service and collaboration, with a contemporary office setting and the necessary tools and equipment for customer service representatives to perform their jobs effectively.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess language skills, communication, and customer service aptitude.
Technical Assessment: A test to evaluate understanding of router specifications, connectivity issues, and troubleshooting techniques.
Final Interview: A discussion with the hiring manager or team lead to assess cultural fit, motivation, and career aspirations.

Portfolio Review Tips: Not applicable for this role, as it is focused on customer support and technical troubleshooting rather than web development or server administration.

Technical Challenge Preparation:

Brush up on router specifications, connectivity issues, and troubleshooting techniques.
Practice explaining technical concepts in a clear and concise manner for a non-tech audience.
Familiarize yourself with Sutherland's company culture and values.

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

📝 Enhancement Note: The interview process for this role focuses on assessing language skills, communication, customer service aptitude, and technical knowledge related to routers and troubleshooting.

🛠 Technology Stack & Web Infrastructure

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

👥 Team Culture & Values

Web Development Values: Not applicable for this role, as it is focused on customer support and technical troubleshooting rather than web development or server administration.

Collaboration Style:

Cross-functional Integration: The technical support team works closely with other departments, such as quality assurance and training, to ensure high-quality service and continuous improvement.
Code Review Culture: Not applicable for this role, as it is focused on customer support and technical troubleshooting rather than web development or server administration.
Knowledge Sharing: The technical support team shares knowledge and supports each other to ensure high-quality service.

📝 Enhancement Note: Sutherland's team culture is focused on customer service, collaboration, and continuous improvement, with a strong emphasis on knowledge sharing and supporting each other to ensure high-quality service.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Router Specifications: Stay up-to-date with the latest router specifications and connectivity issues.
Troubleshooting Techniques: Continuously improve troubleshooting skills and stay informed about new troubleshooting techniques and best practices.
Customer Service: Maintain a balance of professionalism and warmth in every customer interaction, even when facing challenging or frustrated customers.

Learning & Development Opportunities:

Training: Sutherland offers access to premium training to bolster employees' skills, providing opportunities for continuous learning and growth.
On-the-job Training: Learn from experienced team members and mentors within the technical support team.
Career Progression: With experience and strong performance, candidates may advance to team lead or manager positions, or explore other opportunities within the company.

📝 Enhancement Note: This role presents technical challenges related to router specifications, troubleshooting techniques, and customer service, as well as learning and development opportunities through training, on-the-job training, and career progression.

💡 Interview Preparation

Technical Questions:

Router Specifications: Be prepared to discuss router specifications, connectivity issues, and troubleshooting techniques.
Troubleshooting Scenarios: Practice explaining technical concepts in a clear and concise manner for a non-tech audience, using real-life troubleshooting scenarios.
Customer Service Scenarios: Prepare for customer service scenarios, demonstrating your ability to maintain a balance of professionalism and warmth in challenging situations.

Company & Culture Questions:

Company Culture: Research Sutherland's company culture and values, and be prepared to discuss how you align with them.
Motivation: Be ready to discuss your motivation for applying to this role and your career aspirations within the company.
Adaptability: Demonstrate your ability to adapt to different work schedules, including shifts, weekends, and holidays.

Portfolio Presentation Strategy: Not applicable for this role, as it is focused on customer support and technical troubleshooting rather than web development or server administration.

📝 Enhancement Note: The interview process for this role focuses on assessing language skills, communication, customer service aptitude, and technical knowledge related to routers and troubleshooting, as well as cultural fit and motivation.

📌 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/video screen by practicing your language skills and customer service techniques.
Brush up on router specifications, connectivity issues, and troubleshooting techniques for the technical assessment.
Research Sutherland's company culture and values, and prepare for the final interview by reflecting on your motivation and career aspirations.

⚠️ 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.

Technical Support with Italian and English- Entry level, routers