Customer Support Engineer - 1​ at Novatus in Bulgaria, Bulgaria

A career that’s the whole package!

At Conga, we’ve built a community where our colleagues can thrive. Here you’ll find opportunities to innovate and support growth through individual and team development, all within an environment where every voice is heard.

Conga lines up commercial operations so companies run as connected, smarter businesses. By unifying the people and processes that drive commerce, Conga aligns pricing, quoting, contracting, rebates, and communications so teams stay in sync and buyers keep moving forward. The result is trusted decisions, consistent buyer experiences, and profitable growth. More than 10,000 customers worldwide, including over 50% of the Fortune 100®, trust Conga when commercial complexity is high and global impact is on the line.

Job Title: Customer Support Engineer

Locations: Sofia (Hybrid)

Reports to: Senior Manager, Customer Support

A quick snapshot…

The Customer Support Engineer is critical to the overall success of Conga, its customers and business partners. The successful candidate will be able to understand the customer's break/fix issue and successfully troubleshoot the issue to a resolution.

The successful candidate will be able to understand the customer's configuration and be able to communicate how to best leverage the Conga products with salesforce.com applications and services to address specific business needs.

Here’s what we’re looking for…

• Strive to make every customer interaction a positive experience.
• Troubleshoot product and service-related issues and escalate issues as appropriate on behalf of all customers
• Engage with customer business owners to support the customer success team and optimization of the application
• Provide proactive best practice guidance to the customer's project and management teams
• Advocate customer's priorities internally within Conga
• Leverage knowledge of Salesforce to provide world-class technical support, to assess needs and communicate the appropriate solution to Conga customers
• Serve as an escalation point of contact for product and service issues
• Assistance with configuration of Conga software-as-a-service solutions to customers and partners to ensure 100% customer satisfaction and success
• Contribute to knowledge database creation and improvement
• Maintain accurate information in salesforce.com or any other application used to assist in the reporting and process management

Here’s what will give you an edge…

• Deliver exceptional customer support to Conga clients in French and English.
• The ideal candidate genuinely enjoys interacting with customers. The candidate is expected to be professional, self-motivated, proactive, results oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support.
• Willingness to learn new technologies and grow technical skills
• Strong written and oral communication skills with proven ability to initiate and manage relationships via phone and email.
• Experience with Salesforce.
• Expertise with Microsoft Word and Microsoft Excel
• Ability to communicate complex technical topics with users at all levels of technical expertise
• Excellent listening skills to fully understand the customer needs and frustrations
• Analysis, troubleshooting, and problem-solving expertise
• Ability to effectively prioritize and escalate customer issues
• Extensive hands-on technical experience within support and related skills – evaluating, troubleshooting, debugging, identifying root cause and resolving issues. Addressing customer needs in a timely manner.
• Proven track record of taking ownership and driving results.
• Ability to adapt to rapidly changing environment and customer requirements.
• Willingness to service our customers in shifts
• Bachelor’s Degree or equivalent experience
• Salesforce.com certification a plus

Did we pique your interest?

If this sounds like the kind of job you would love in the kind of environment where you would thrive, please click apply. We'd love to hear from you! 

Preferred Resume Format

We accept resumes in any format, we suggest using PDF or plain text. These formats help ensure that your resume’s formatting remains intact, making it easier for our recruiters to review your application promptly.

Don’t meet every requirement for the role? **** ****

Studies have shown that women and members of ethnic minorities are less likely to apply to jobs unless they meet every single qualification. At Conga we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You just might be the right candidate for this or other roles. 

Additional Information

Conga is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. We understand interviewing can be stressful for those with disabilities. If reasonable accommodation is needed to allow you to show us your best self, please let your recruiter know as soon as possible. All your information will be kept confidential according to EEO guidelines. Conga is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complimentary.

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The information you provide during the application process will be used in accordance with Conga’s Applicant Privacy Statement (https://conga.com/applicant-privacy-statement). By submitting your application, you acknowledge and agree to the terms outlined in this privacy statement.