- София, Bulgaria +1 more
- Hybrid
- Full-time · Mid
- 2+ years
Mid-Level Support Specialists to join our IT Operations team and provide front-line platform and user support. You will be responsible for troubleshooting issues, managing support requests, coordinating escalations and maintaining support documentation.
Locations (2)
- София, Bulgaria
- Egypt, Bulgaria
Responsibilities
- Resolve user inquiries related to account access, registration, affiliations, learning content, progress tracking, digital credentials, navigation and program processes
- Troubleshoot issues and 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
Requirements
- Nice to have: Experience supporting learners
- Nice to have: Experience creating and maintaining FAQs
- Nice to have: Familiarity with Adobe Guides