Ozone Entertainment is one of the Balkans largest and
fastest-growing e-commerce projects, with origins in Bulgaria. Our
current portfolio includes ozone.bg, our international arm with
websites in Romania, Greece, and Croatia, as well as our retail
stores Pulsar Games, Ozone Live, and PhotoPavilion.
The IT department at Ozone.bg is expanding quickly to accommodate
the management of all of our current brands and allow for further
expansion in both Bulgaria and Europe.
In the context of its continuous development, we are looking for a
skilled, highly motivated, and experienced Helpdesk Manager to join
our team.
Manage and lead a team of technical support specialists, providing
guidance and mentorship to ensure high-quality service
delivery.
Oversee the day-to-day operations of the help desk, including
ticket management, prioritization, and escalation as necessary.
Develop and implement processes and procedures to optimize
efficiency and improve customer satisfaction.
Monitor team performance metrics and KPIs, identifying areas for
improvement and implementing strategies to enhance productivity and
service quality.
Act as a point of escalation for complex technical issues,
providing troubleshooting assistance and resolution as needed.
Collaborate with other departments, including product development
and quality assurance, to ensure timely resolution of customer
issues and feedback.
Foster a positive and collaborative work environment, promoting
teamwork, professional development, and knowledge sharing among
team members.
