As a Technical Customer Support specialist (CGS Nexus), you will have the opportunity to connect with our valued customers and deliver an exceptional support experience. Your success is our success, and we are looking for individuals who are eager to learn, enjoy working with people, and are committed to providing world‑class customer service.

Our queue delivers solutions across a wide range of technical scenarios, supporting customers whose Technical Support or Service Contract has expired, as well as customers who encounter hardware or software issues beyond their current support coverage.

For candidates outside of Romania, contracts will be signed through a third‑party HR platform. 

• Troubleshoot, research, isolate, and resolve information system issues using internal knowledge bases and tools;
• Identify customer issues that require escalation to the next level for resolution under established processes;
• Apply a strong understanding of information systems products and services to provide effective technical assistance;
• Perform additional duties as assigned by the Team Lead;
• Handle customer inquiries received via phone and other internal communication channels;
• Prepare service pricing, quotations, and invoicing based on diagnostic results;
• Ensure accurate documentation of all interactions, cases, and recommended solutions;
• Maintain high levels of customer satisfaction through professional communication and efficient problem‑solving;
• Escalate complex or unresolved cases in accordance with internal procedures and service guidelines.

• 1-3 years of experience in Customer Service and/or Technical Support︉;
• University degree with a willingness to learn through on-the-job training;
• Experience using or supporting Microsoft Windows, PC hardware and software;
• Strong verbal, written, and listening skills;
• Solid work ethic with the ability to meet quality, productivity, and attendance targets;
• High level of professionalism with a strong customer‑focused mindset;
• Advanced French required;
• Advanced English required as the second language for this bilingual role;
• Schedule is M – F, business hours for the supported country, fully remote