IT Operations, Middle Support Specialist

🔥 5 minutes ago

🇧🇬 Bulgaria – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 21 days.
• No salary listed.

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Avenga

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

🏭 Manufacturing

🏥 Healthcare

💰 Private equity on 2017-02

Consulting • Manufacturing • Healthcare

Avenga is an international technology and software engineering company that combines consulting, product development, and digital transformation services to help enterprises solve complex business and societal challenges. With over 6,000 professionals across multiple countries and decades of experience, Avenga delivers custom software, cloud, and integration solutions while supporting clients across industries and providing talent acquisition and career development services internally.

📋 Description

• Provide front-line platform and user support • Troubleshoot issues and manage support requests • Coordinate escalations with technical and program teams • Maintain support documentation • Resolve user inquiries related to account access, registration, affiliations, learning content, progress tracking, digital credentials, navigation and program processes • Escalate complex cases to the appropriate technical or program teams • Categorize, prioritize and track cases in a help desk system • Maintain accurate case notes, diagnostic steps and resolutions • Identify recurring issues and share trends with the teams • Maintain FAQs, support articles, guides and knowledge-base content • Update training materials using Adobe Guides or Adobe Captivate • Provide clear, professional support to a global user population

🎯 Requirements

• 2+ years of experience in IT support, help desk, technical/customer support or a similar role • Strong customer-service, problem-solving and troubleshooting skills • Experience with ticketing systems (ServiceNow, Zendesk or Freshdesk) • Ability to document issues, prioritize and manage support cases and determine when escalation is needed • Strong organizational skills and attention to detail • Ability to work independently and collaboratively across teams • Ability to quickly learn new platforms, processes and tools • Strong written and verbal English communication skills • Experience supporting learners, educators, institutions, nonprofits or workforce-development programs (nice-to-have) • Experience creating and maintaining FAQs, knowledge-base articles, user guides or training materials (nice-to-have) • Familiarity with Adobe Guides or Adobe Captivate (nice-to-have) • Experience with content-management, learning-management or digital credentialing platforms (nice-to-have) • Experience supporting global or multilingual users; additional languages are a plus (nice-to-have)

🏖️ Benefits

• Access to an online learning platform • Language learning programs • Company-funded certifications • Training and conference participation • Hybrid work model • Flexible working hours • In-office fresh fruit and refreshments • Paid annual leave of 20 working days from year one • 5 additional days after the first year • 25 working days after 5 years, plus 5 additional days • Additional health insurance with family coverage • Mental Health Assistance Program with up to 5 psychotherapy sessions per year • Multisport card • Food vouchers • Baby bonus • Family-friendly events • Company social events • Teambuilding activities • Collaborative and inclusive work environment • Referral reward program • Corporate discounts

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