Technical Support Supervisor - FULLY REMOTE

Our client is a leading BPO company which is the largest independent outsourcer in the Balkans. In order to expand their technical support team for a US software company, they are now looking for an experienced:

Technical Support Supervisor - FULLY REMOTE


• Supervising operations of the 24x7 Tier 1 support team;
• Prioritizing cases in real time based on existing definitions;
• Promoting high CSAT;
• Ensuring that established processes and procedures are followed;
• Promoting effective communication between team members;
• Being the Point of Contact for internal customer questions;
• Answering overflow messaging conversations;
• Working high priority cases and reviewing escalated cases;
• Identifying and prioritizing issues and escalations using defined processes.


• 3+ years of experience with Application support;
• Experience as a team lead/supervisor will be considered as a plus;
• Experience with HTML / CSS;
• Experience in troubleshooting with REST/SOAP APIs;
• Knowledge of Networking (IP addresses, firewalls, web filters);
• Experience with browser-based tools to troubleshoot reported issues - cache, cookies, network tab/dev tools;
• Ability to work in 24x7 shifts;
• Fluent English.

Should you consider yourself as the right candidate for this role, we would be glad to receive your CV in English.

Only shortlisted candidates will be contacted by our consultants.

Applying for this position, you are authorizing Novi Global to work and process with your personal information following the Law for Personal Data Protection.

Agency license Number 2123 issued on 04.10.2016.
Job Type:
Job Title:
Technical Support Supervisor - FULLY REMOTE
Bulgaria - Any Region

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