Fixed Service Support Specialist

CETIN Bulgaria delivers high-quality telecommunications infrastructure services in Bulgaria, ensuring reliable connectivity with a commitment to excellence We provide an enjoyable customer journey and great performance by pushing sustainable technological development and anticipating customers' demands, based on our cutting-edge communications infrastructure, highly skilled team of more than 300 professionals, and our customer-driven strategy.

CETIN Bulgaria is a member of CETIN International - a leading wholesale provider of active and passive telecommunications infrastructure services in Central and Eastern Europe.

We work with highly skilled, highly motivated, world-class experts.

Join CETIN and be part of this team!

ROLE OVERVIEW:

The Fixed Services Support Specialist plays a key role in supporting Fixed Service Operations by acting as a central point between customers, field technicians, and internal teams. The role focuses on phone-based customer support, ticket and complaint management, daily coordination of field activities, and on-call operational support, ensuring service continuity and high customer satisfaction.

RESPONSIBILITIES:

• Provide phone-based technical support and troubleshoot customer issues
• Register, track, and manage tickets and service requests
• Coordinate escalations with NOC, second-line teams, and field technicians
• Maintain accurate documentation of incidents and resolutions
• Support analysis of complaints and identify recurring issues
• Prepare and manage daily schedules for field technicians
• Ensure prioritization and proper resource allocation
• Support technicians during complex or critical cases
• Participate in on-call support and incident coordination
• Follow internal procedures and cooperate with operational teams

REQUIREMENTS:

Education:

• University degree in Engineering, IT, Telecommunications or related field

Professional Experience:

• Experience in customer or technical support is an advantage
• Experience with ticketing/service management systems is desirable
• Basic knowledge of telecom and IT systems

Skills & Competencies:

• Clear and professional communication
• Strong coordination and teamwork abilities
• Ability to work in a dynamic environment
• Working level of English
• Reliability and readiness for on-call duties

OUR OFFER:

• Positive workplace culture where you would receive all the support you need from your peers and managers to achieve your personal and team goals
• Preferential prices for mobile devices and accessories
• Unlimited mobile services and mobile internet
• Flexible working hours
• Monthly food vouchers
• Transportation allowance
• Additional health insurance
• Up to 25 days paid leave

Only short-listed candidates will be contacted. All applications will be treated in strict confidentiality and in compliance with applicable law regarding personal data protection.