Problem Solving Consultant with French and English

Dext is a rapidly scaling FinTech business on a mission to change the world of accounting and bookkeeping. Our products allow hundreds of thousands of SMEs and their accounting partners to unlock the value of accounting data and automate bookkeeping processes through our award-winning AI.

Founded in 2010, we have experienced near 100% growth year-on-year, opened offices globally, raised over $60m in Private Equity investment and won a number of awards along the way.

We strive to do the same each day but 10% better than yesterday!

Role Summary / Purpose of Role

We are looking for Problem Solving Consultants to join our growing team in Bulgaria. The ideal candidates should be passionate about what they do, have a strong sense of empathy and responsibility.

The aim of the Problem Solving Consultant is to answer and solve the questions of our existing Partners, mainly Accountants and Bookkeepers of small to medium-sized businesses from around the globe. This would help maintain fantastically high-levels of support and keep our valued customers happy, satisfied and part of our future.

If you like a calm and dull routine schedule, prefer to work at your own pace and like to avoid challenges, this may not be the ideal position for you.

Key Responsibilities

• Answer the questions of existing clients;
• Respond to all incoming enquiries ;
• Liaise with internal teams when resolving support queries;
• Monitor patterns of support queries and suggest topics that need to be covered in the help centre;
• Keep up to the working hours, namely 10 AM - 7 PM EET

Key Tasks & Activities (Objectives)

• To answer the questions of existing clients via email, live chat, phone or zoom
• To ensure queries are resolved quickly and satisfactorily, either directly or by liaising with internal teams
• To help maintain low churn rates
• To contribute and raise satisfaction rates
• To monitor patterns of support queries and suggest topics that need to be covered either through online education, knowledge centre or chatbot
• Work closely with Sales and Product teams to ensure high satisfaction rates and quick resolution times.

Software used:

• Salesforce (CRM)
• Intercom (customer support engine)
• Phone system - Aircall or similar
• Jira and Confluence
• Google Drive
• Slack

Requirements

• Excellent written and spoken French interactions (C level)
• Excellent written and spoken English interactions (C level)
• Easy-going, responsible, communicative team-worker
• Time management skills and ownership of tasks
• "Failure" is not in your vocabulary
• Curious and passionate about helping others
• You're a problem solver by nature

Benefits

• Friendly and welcoming working atmosphere
• 1-month initial training in Sofia in a luxury office space (we will take care of the accommodation)
• Supportive and helpful colleagues
• 40 hrs working week
• Employer-paid additional medical insurance, incl. life and risk insurance
• 25 days of annual paid leave
• 1 extra day leave for your birthday
• 1 extra "Recharge" day leave (typically in December)
• Additional 27 free hours during the summer season
• Start a career in an internationally renowned, award-winning company

Remote work is now the norm. The difference is that we've been fully remote for many years now, and know how to properly work remotely.