Who we are
Sutherland is a global leader in digital transformation and
world-class customer service. We are the driving force behind
today’s experiential giants – the companies best known for the
transformative experiences they deliver, operating in a variety of
industries, from technology & travel to telecommunications,
banking and more.
What we are looking for
Our partner is a well-known international company. They are the
choice to the majority of global leaders of process equipment and
device manufacturing within the semiconductor industry.
Consistently delivering innovation, best-in-class reliability and
cost of ownership, with a solution that are optimized for value
within their applications.
Currently, they are opening their new service center in Bulgaria,
and we are looking for:
Subject Matter Expert
Ånsure provision of customer support services through various
channels of communication, including phone, email, and other media
to the end customers of the Client by providing support and
mentoring to consultants and assistance to the Team manager;
performing regular quality audits and act as first point of contact
for the agents and the Client.
We’re a round-the-clock operation, so you’re cool with flexible
shifts—including evenings, weekends, or holidays—because great
service never sleeps.
This role is 100% on-site—you’ll be working from the office,
collaborating face-to-face with the team, and soaking in the energy
(and coffee ☕️) of our shared workspace.
Responsibilities:
Act as the go-to expert on all things related to the project—,
features, policies and compliance.
Monitor customer interactions to ensure quality, accuracy, and
adherence to tone, process, and regulatory standards.
Identify gaps in workflows and collaborate with operations, QA, and
training teams to streamline support processes and enhance CX.
Handle advanced or escalated cases that require deep product
knowledge or special handling
Work closely with product managers, compliance teams, and IT to
relay feedback from customers and push for feature fixes or
improvements.
Provide targeted coaching and side-by-side support to agents to
improve accuracy and customer interaction quality.
Provide any information that a consultant requires to do their job
well;
Help the Team managers monitor the email/chat/voice queues;
Assist new hires with product and process questions’
Requirements:
Previous experience on the same or similar position;
High school / University degree;
Excellent knowledge of Bulgarian language and English level B2 as
per European language frame;
Strong customer service focus with ability to handle difficult
situations with a calm professional manner;
Ability to show empathy and be persuasive;
Strong listening skills and good follow up skills;
Ability to multitask and to make quick decisions;
Excellent communication skills both written and verbal;
Precision, loyalty, organization;
Willingness to work in shifts, and public holidays is a must;
Additional Information:
Additional health and life insurance coverage
Domestic relocation to one of our offices’s cities
Generous annual leave
Food vouchers and various discounts
Transportation / Utilities allowance
Competitive salary and clear career progression
World-class on-the-job training
Work in a cozy office
