Subject Matter Expert

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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

Еnsure 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