IT Support Agent

CluneTech is a suite of companies providing cutting-edge solutions that simplify global business. Our technology streamlines business processes such as digital sales, global payroll, tax compliance, global VAT & cross-border payments, making business better for our customers worldwide.

CluneTech has been recognised as a Great Place to Work for 9 consecutive years, a “Best Workplace for Women” for the past 5 years and most recently, we were delighted to be recognised as a “Best Workplace in Tech” for the accreditation’s second year.

Our global footprint encompasses 35 offices worldwide and we do business across 100 countries on a daily basis. In Bulgaria alone, we have 850 + employees across our offices in Varna, Veliko Tarnovo and Shumen and we’re continuing to grow!

The IT Support Agent is the first point of contact for the users who call the Clune Tech IT Service Desk. While providing a high level of customer interaction, they are responsible to resolve Level 1 requests in a timely fashion, and escalate Level 2/3 requests to appropriate Support teams. The IT Support agent must have a good balance of basic technical skills, and customer facing skills.

Location: Varna

Main Responsibilities:

• Serve as the single point of contact within Clune Tech for ICT related issues
• Respond to questions from all emails, portal, and telephone within the targets of the Service Desk;
• Keep the customer informed of the progress of the request at all appropriate times.
• Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.
• Dealing with hardware and application support queries and issues reported to the support desk
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• The duties requires that the IT Support Agent receives and logs work requests using the Service Desk tool
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician
• Follow all Help desk Process and procedures such as Incident Management Process, Problem Management Process, etc.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• When the restoration is beyond the scope of the IT Support Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members

• Good Customer focus
• Good interpersonal skills, with a focus on listening and questioning skills.
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support
• Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.
• Familiarity with the fundamental principles of ITIL and of Service Level Agreement and Targets
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network

At CluneTech, We are a community of like-minded individuals committed to excellence in everything we do. We create an innovative, collaborative, and supportive workplace that allows our brilliant people to unleash their potential.

Recognised as a both a Great Place to Work and Deloitte Best Managed Company, we believe that recognition goes much deeper than just financial rewards.

Therefore, in addition to a competitive salary, we also offer an exclusive benefits package that includes:

• Flexible Working Policy with a combination of remote and office working
• Multisport Cards
• 22 Annual Leave Days for all employees plus additional days with length of service
• Lifework days: ½ day each quarter to get your life work done
• Summer flex hours where you can work your 40 hours across 4.5 days
• Additional Health Insurance including dental and vision care
• Team Buildings & Parties
• Life Insurance
• Refer a Friend Bonus
• Discounts across various stores, theatres, restaurants
• Employee-led CSR Programme, CluneTech Cares, with one paid Volunteer Day per year
• CluneTech Life – corporate wellness program
• Monthly Food Vouchers
• Mobile Plan with Free Calls & Internet
• Company Paid Trainings & Learning Accounts
• #OneTeam Awards and Annual Employee of the Year Awards
• Milestone Recognition Program
• Free Sports: Football, Tennis, Volleyball
• Employee Assistance Program
• Meeting Free Days – a specific no meeting day where we encourage no meetings so you (and your team) can focus on getting things done!
• Compassionate Leave: up to 4 weeks paid leave for the loss of a loved one
• Compassionate Leave for pets:  up to 2 days
• 5 days company-paid Miscarriage / Pregnancy Loss Leave (applicable for partner also)

We would like to thank you for your interest in this role. Please note that only shortlisted applicants will be contacted for an interview.

At CluneTech, we’re proud to be an equal opportunities employer. Qualified applicants will be considered without discrimination on the basis of gender, marital status, family status, sexual orientation, religion, age, disability and race. This position is also suitable for individuals with permanent impairments (with ≥50% incapacity) who have no medical preventatives to be employed.

Please note that when applying for a position with CluneTech, you voluntarily submit your personal data. This data will be processed for the following purposes: selection of candidates for this position; selection of candidates for future positions occurring within the next 6 months, unless you explicitly state your disagreement; connecting with candidates in connection with the objectives of labor market selection and research; signing an employment or other type of contract. Personal data provided for these purposes will be retained for up to 6 months. You have the right to request the deletion, correction or blocking of personal data.

CluneTech collects and processes personal data in accordance with applicable data protection laws.If you are a European Job Applicant see the privacy notice for further details.