Incident Specialist

Descripción del puesto:

Take a step forward and let (COMPANY NAME) surprise you.
Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.
We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.

Dare to join (COMPANY NAME) and get ready to thrive in a global company that will offer you endless opportunities.

(COMPANY NAME) is all about meritocracy. You come as you are, and you contribute. Indeed, the (COMPANY NAME) Group recognizes, recruits and develops all talents and singularities.
We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.

We are (COMPANY NAME) - an international company, world leader in employee benefits services which presents in over 45 countries including Bulgaria. We have successfully developed our business providing a wide range of services to our B2B customers. Our mission is to create and deliver solutions that make employees' lives easier and improve the efficiency of organizations.

(COMPANY NAME) Bulgaria is a leader in prepaid corporate services and our solutions include food vouchers, gift vouchers, prepaid cards and other personalized services to motivate and retain employees, partners and customers.

As a dynamic and rapidly growing company, we are seeking a talented and a highly motivated individual to join our Product Development Department for the position of Incident Specialist.

Your responsibilities will include but are not limited to:

* Act as the primary point of contact for incident management and receive, document, and
categorize incidents reported by customer care;
* Analyze incidents to identify patterns and root causes;
* Create detailed and accurate tickets in the CRM system (Salesforce/Jira/Confulence);
* Prioritize and escalate tickets to the appropriate development or support teams;
* Monitor the progress of incident resolution and provide regular updates to stakeholders;
* Collaborate with cross-functional teams to ensure timely and effective resolution of incidents;
* Develop and maintain incident management processes and documentation;
* Conduct post-incident reviews to identify areas for improvement and prevent future incidents;
* Provide training and support to customer care teams on incident reporting and management procedures.

Аbout you:

* Higher Education (is a plus, but not mandatory) - preferrable in Business Information,
Communications, technical field and etc.;
* 1-2 years of experience in technical or customer support, sales, product/project support or
a similar position;
* Proficiency with CRM and Project Management tools - preferably Salesforce,
Atlassian Products, Microsoft Office Products;
* Strong analytical and problem-solving skills;
* Strong written and verbal communication skills, both English and Bulgarian;
* Ability to work effectively under pressure and manage multiple priorities;
* Experience in a software product environment is a plus.

We offer you:

* Chance for professional development in a reputable company, leader on the market
of employee benefits and part of (COMPANY NAME) international group, presented in 45 countries;
* Friendly company culture and working environment in a young and ambitious team;
* An office in convenient and communicative location;
* Mon/ Fri working week with 8-hour working day;
* Possibility to mix working from home and office /after 6-month probation period/;
* Employment contract and competitive reward;
* Food vouchers;
* Travel expense coverage (50 BGN)
* Additional health insurance;
* Teambuilding, Christmas party and sport events;
* We give you the freedom to express your own opinion and make suggestions on any
aspects of the business and its development.

We will be happy to welcome you to our team!
If you recognize yourself in this description, send us your CV without hesitation. Confidentiality is guaranteed. We will contact only short-listed candidates.

Apply now and Vibe with Us