Established in 1986, Sutherland Global Services is a global provider of process transformation services. We offer an integrated portfolio of analytics-driven IT services, back-office and customer facing solutions that support the entire customer lifecycle. We are one of the largest process transformation companies in the world serving global leaders in major industry verticals. Headquartered in Rochester, N.Y., Sutherland employs over 38,000 professionals and has locations across the United States, Australia, Brazil, Bulgaria, Canada, China, Colombia, Egypt, Estonia, India, Jamaica, Malaysia, Mexico, Morocco, Philippines, Slovakia, Sweden, UAE, and United Kingdom.
Opened in 2008 in Sofia, Sutherland Bulgaria is a multi-lingual customer service hub and has since grown to more than 1600 employees in four different sites, two in Sofia, one in Burgas and one in Varna which was opened in 2016. Our team of professionals provides technical support and customer service in more than 16 European languages.
Description of the Role
Enterprise Backup Technical Support Engineer works only with big corporate customers. The primary responsibility is to successfully troubleshoot and resolve complex technical issues with Backup products customers.
•Provide end-to-end complex technical support for issues logged in the ticketing system but also via telephone, email and/or chat
•Follow up with customers until issues are resolved and ensure proper escalation procedures are followed
•Ability to manage your own technical tasks but also to work and partner with other teams
•Work in a fast-paced technical environment and effectively support new product releases after a training
•Document discovered issues and bugs
•Excellent written and verbal communications skills in Spanish language and good level of English
•Knowledge of Windows servers 2008 R2 and later
•Knowledge of Active Directory, domains and domain trusts, MS Exchange, RAID, VMware/Hyper-V
•Knowledge of databases (Oracle DB, MS SQL) and networking
•Experience in supporting large enterprise customers will be considered as big plus
•Desire to gain solid technical experience with a wide range of enterprise IT technologies
•Ability to resolve problems systematically, efficiently and effectively
•Analytical thinking and multi-tasking skills
Life at Sutherland:
•We offer competitive salary
•Excellent social benefits package including Health Insurance, Life Insurance, Food vouchers, Compliment Cards, Transportation allowance
•Rewards and recognition programs
•Trainings following the leading global standards for highest quality of Customer Service and Technical Support
•Structured working environment
•Great office location
•VIP card for discounts in the shops and food places in the mall area where the office is located
•Team Building activities
If you find this opportunity suitable for you and you want to develop your career in a company which upholds highest industry standards, please send your CV (in English).
The information provided by you is personal and will be protected.
Only the shortlisted candidates will be contacted.