Seller Support Desk Specialist

Location: Sofia, Bulgaria

Summary

Innotec is looking for for a Seller Support Desk Specialist to join our dynamic team in Sofia.

Innotec has more than 20 years’ experience in Complex and explainable IT-solutions & sales methods. Its portfolio is IT and non-IT oriented from a former system house and Microsoft ISV to a best practice solution seller and inside account management partner. The team has high expertise in sales and processes building, implementation and management. The company has more than 400 employees located in eight offices across the Globe with clients in vast variety of industries and sectors. We cover the entire value chain, starting with the creation of awareness in all target markets, generating valid leads and demand to the sales team. The company support all stages of opportunity development and closing, as also the after-sales processes, by its exceptional customer care services.

The role will provide support to Microsoft Sellers with operational and administrative tasks.

Duties and Responsibilities:

Key responsibilities include but are not limited to:

  • Respond to Seller’s inquiries by mail/chat within the SLAs stablished.
  • Responsible for the resolution of assigned cases following the business rules.
  • Responsible for the follow-up of assigned cases until final resolution is reached.
  • Responsible of maintaining the system of record updated according to stablished business rules on daily basis.
  • Responsible for providing superior quality services to the sellers.
  • Responsible for providing the support and guidance as per the norms of the organization.
  • Oriented to exceed the clients’ expectations in terms of responsiveness as well as accuracy standards.
  • Responsible for maintaining high levels of professionalism and remains updated with various organizational procedures (internal and external) as well as additional areas related to the specific role.
  • Responsible for attending the meetings, training sessions, etc., and making sure that the team’s objectives and goals have been achieved.
  • Responsible for providing top-level support and engagement to sellers/area leads
  • Responsible for identifying possible new services for the desk
  • Responsible for providing key insights on the services provided
  • Responsible for scheduling high-level meetings for complex support requests.

Requirements:

  • Ability to speak, write and read the English language – Advanced.
  • Ability to prioritize amongst multiple urgent and important things.
  • Able to establish and maintain healthy working relationships with people in course of work.
  • Good judgment and decision-making skills.
  • Good professional appearance.
  • Key competencies: adaptability, action-oriented, accountability and drive for results, cross-boundary collaboration.
  • Excellent interpersonal communication skills combined with a helpful attitude.
  • Good communication (email, chat or phone), analytical and problem-solving skills with multitasking ability during pressure situations.
  • Able to work independently with or without any supervision.

Education and Qualifications:

  • 2+ years of previous work experience in a related field.
  • Intermediate proficiency in Microsoft Office – Outlook, Word, PowerPoint, Excel, SharePoint and CRM.
  • Customer service experience.
  • Microsoft MSX CRM experience desired.

What we offer:

  • Competitive salary
  • Paid holiday, vacation and sick days
  • Medical coverage
  • Employee referral Program

Apply Now for this Position