BOX NOW is an innovative courier company entering the Bulgarian market, with a strong focus on customer convenience. We provide the freedom to collect parcels at your preferred time through our Automated Parcel Machines (APMs/Lockers), available 24/7.

We are seeking a Technical Support Agent who will play a key role in maintaining our operational efficiency.

Your responsibilities include:

• Be the first line of support for incoming e-mails, phone calls or tickets of our employees and partners regarding various technical topics including internal software, and hardware.
• Diagnose and troubleshoot issues within a time-wise span, ensuring the necessary track of evidence.
• Keep a well-structured and illustrative documentation regarding cases and key takeaways.
• Act as a central point of contact for resolving interdepartmental issues, ensuring smooth information flow between the Customer Support department, Logistics, Operations, and IT.
• Use tracking systems to provide real-time updates and detailed tracking information to the Customer Support department, enabling them to inform customers accurately.
• Establish reliable communication with logistics coordinators across various regions to ensure seamless package flow and timely updates.
• Manage and resolve technical issues through the Jira ticketing system.
• Monitor and diagnose the status of Automated Postal Machines (APMs).
• Provide desk support for internal teams.
• Provide basic/entry-level integration support to our eShop partners.

Required skills:

• Technical background;
• Experience in the field of Technical Support or similar customer-facing roles is an advantage;
• Excellent written and spoken communication in English;
• Strong communication skills and the ability to work in a dynamic environment;
• Strong Interpersonal skills;
• Outstanding attention to detail, focus on accuracy and analytical approach;
• Ability to manage multiple tasks and remain proactive in a dynamic environment;
• A bachelor’s degree in electronics, computer science, or equivalent qualification is an advantage.

What we offer:

• Excellent remuneration;
• Working in a diverse and young team of professionals building the company together;
• Flexible working hours with rotating shifts.
• Office in a well-connected area;
• Exciting team-building events;
• Office snacks;
• 20 days of vacation;
• Birthday leave;
• Home Office after the 3rd month;
• Re:Club;
• Additional health insurance;
• Multisport Card.

Are you the person we are looking for? If you meet our requirements and believe you are a suitable addition to our team – do not hesitate, to send us your resume!