Flexible Work Model
Work from home, from the office, or in a hybrid format that supports focus and collaboration.
ABOUT THE ROLE
As part of the Service Desk Team, you will support clients across healthcare, education, finance, and other domains. You will help restore client services, analyse support information, prepare reports, and keep the knowledge base up to date.
RESPONSIBILITIES
- Work according to a flexible shift schedule planned two weeks within a 24/7/365 support environment, including night shifts (approximately 3 per month) and weekend duties, with 2 days off per week
- Monitor incoming requests using specialised tools and perform initial diagnostics
- Register, accept, categorise, and prioritise tickets
- Follow predefined escalation workflows
- Resolve simple tickets and known issues described in the knowledge base
- Analyse customer issues based on context and information available in internal systems; provide answers and workable solutions
- Confirm issue resolution and close tickets
- Perform regular project-related scheduled tasks and system monitoring within defined timeframes
- Identify potential trends and collaborate with problem management when applicable
- Contribute to knowledge base improvements based on ongoing ticket-processing experience
REQUIREMENTS
- Bachelor's degree from a University or Business School in Applied Linguistics, Linguistics, Computer Science, or a related field with a technical background
- Familiarity with IT networking and computer fundamentals
- Knowledge of enterprise software products, such as Microsoft 365 applications
- Basic understanding of ITIL principles (optional)
- Familiarity with documentation and collaboration tools such as Confluence or SharePoint (optional)
- Upper-Intermediate or higher level of written and spoken English (B2+)
- Strong verbal and written communication skills, including email correspondence and phone etiquette
- Customer-oriented mindset with strong problem-solving, research, and troubleshooting skills
- Excellent time-management, coordination, and multitasking abilities with strong attention to detail and quality
SoftServe is an equal opportunity employer. Qualified applicants will receive consideration regardless of race, color, ancestry, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, citizenship, disability, health condition, marital or family status, veteran status, or any other characteristic protected by applicable law.
Role Summary
Location
Bulgaria
Work type
Remote/Office
Direction
Corporate Functions
Subdirection
IT Support
Tech level
Trainee
Apply Now
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About us
We are a digital engineering and technology consulting company where expertise grows alongside people. For more than 30 years, we have been elevating technology: helping organizations navigate complex business challenges by combining deep engineering knowledge with thoughtful, research-backed innovation. Our teams work across key areas: digital engineering, data and analytics, Сloud, and AI/ML. In each, we deliver practical, scalable solutions rooted in real business needs and measurable human impact.
You bring your perspective and ambition. We create an environment where your work meets clarity, confidence, and purpose.
We offer
Compensation & Benefits
Competitive, market-based pay, benchmarked by role and location — plus health coverage, paid time off, wellness support, and learning opportunities.
People-first Leadership
Approachable leaders who communicate openly, keep teams close to the strategy, and support long-term planning.
Advanced tech communities
Stay close to AI/ML, Cloud, Quantum Computing, IoT, and Robotics communities, with projects built on modern frameworks.