Customer Service Representative

For one of our clients, we’re looking for Customer Service Representatives.

Client: Infrastructure company.
Activity domain: infrastructure/maintenance.
Location: Bucharest, Romania.
Type of engagement: fully on-site.
Type of contract preferred: employment contract (CIM).

About the role:
The Customer Service Representative (CSR) handles incoming requests and routing (with the exceptions of those cases where our automations assign issues to a specific squad, tier or person).
Customer Service provides account management, including ongoing communications during incidents or tickets that are not FCR (first contact resolution). Additionally CS delivers project management across all of our projects and ongoing support operations.
The people in Customer Service are our first line of defence, filling the gap between the customer and our technical support. This is also where all incoming tickets are triaged and then routed to the appropriate team or tier (manually or automated)


  • Handles all incoming phone calls and monitors the chat channels for requests
  • Interacts directly with customers by acting as a bridge between ticketing support engineers and the customer
  • Ensures the management of the client’s account and continuous communications during incidents or tickets that are not FCR – First Contact Resolution respecting the SLA
  • Creates documentation after resolving support requests. Collaborates with engineers to write working procedures for resolving new support requests as they arise.
  • Discuss with clients for project implementation planning
  • Manage customer expectations regarding estimated response times for issue resolution


  • Previous experience in providing customer support or experience as a customer service representative / strong customer focus
  • Familiarity in using ticketing systems
  • Good communications skills with both technical and non-technical peers
  • Self-starter who is excited about learning new technologies on a daily basis
  • Ability to solve problems: logical thinking that helps to find effective solutions, the ability to make quick decisions
  • Time management: prioritization, planning and meeting deadlines
  • Strong multi-tasking skills
  • Advanced English skills (reading, writing and speaking)

Nice to have:

  • Knowledge in IT field / Cloud solutions
  • Strong analytical skills


  • meal tickets;
  • Sanopass subscription;
  • amazing coffee;
  • breakfast from the company once per week.

Do you fit the profile? Contact us via email at contact [AT] or through the following form: