Technical Support Analyst (night shift)

Merkle powers the experience economy. For more than 35 years, the company has put people at the heart of its approach to digital business transformation. As the world's only integrated experience consultancy with a heritage in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC. 

In Bulgaria, we manage a global client portfolio, providing a single source of expertise, technology, and operational support. We have a proven track record for delivering, managing, and innovating multi-channel commerce platforms for major international brands and retailers, including adidas, Clarins, ASDA, Shiseido, and more. Our world-class team has delivered sites for over 35 brands, including more than 400 transactional e-commerce sites across 60 locations on 6 continents. Our scope is expanding with the introduction of new data engineering practices, paid search and social advertising, and SEO. We look forward to what's next.    

We're hiring a Technical Support Analyst (night shift) at Merkle in Sofia. 

What you'll do:

• Provide and manage the resolution of all incoming incidents allocated to you through a professional, courteous liaison.

• Record all incidents on the current incident logging application, ensuring that the current incident logging procedures are adhered to.

• Monitor incidents raised by Clients, Internal Staff and Solution Partners to ensure Service Level Agreements are maintained.

• Provide a reliable and responsive help facility, ensuring continuity and integrity of service.

• Provide a reliable and responsive service for the identification and escalation of technical problems following the resolution, escalation, and communication procedures.

• Assist in the development and monitoring of current Help Desk processes and procedures, making recommendations for improvement where required.

• The standard hours of work will be: 19:00 – 07:00 Bulgarian time with 1 hour for a break.

Qualifications

What you need to succeed:

• Customer Interaction

• Analytical thinking & Good communication skills

• Familiarity with e-commerce concepts

• XML experience on a professional level

• Good knowledge of HTML/XHTML

• Experience working with ticketing systems and knowledge-based articles

Nice to have:

• Experience with front-end technologies - CSS, JavaScript, is beneficial

• Experience with commerce website platforms - SFCC, Shopify, AEM, etc., will be considered an advantage

• Informatics or related majors would be considered as a plus

What do we offer:

• We strongly believe in the balance of work, so we offer all our employees 25 days of paid leave and 3 fixed well-being days off a year.

• A hybrid work model for our teams so they can work from the office or the comfort of their home.

• Free parking spaces for all our employees working from the office.

• Complimentary drinks and snacks in the office to keep the energy levels up.

• Parent-friendly culture and potential for additional days off to create new memories with your loved ones.

• Life Insurance, Health and dental insurance plans or, if selected, gift vouchers instead.

• Sports card, partially covered by the company and food vouchers.

• 2 days off for volunteering and numerous charity initiatives throughout the year.

• Opportunity to attend training, conferences and get certification sponsored by the company upon availability and business need.

About dentsu:

Taking a people-centred approach to business transformation, we use insights to connect brand, content, commerce and experience, underpinned by modern creativity. As part of Dentsu Group Inc., we are headquartered in Tokyo, Japan, and our 65,000-employee base of dedicated professionals works across four regions (Japan, Americas, EMEA and APAC). Dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society.