About Xirgo

Xirgo is the foundation and future of Smart Fleet Logistics. We make it seamless for fleet and logistics operations managers around the world to stay connected and on track with world-class telematics hardware, software and support. We're not just optimizing information — we're creating peace of mind for thousands of companies and professionals who keep our world moving.

SmartWitness BG is a Xirgo Holdings company.

Job Summary-Multiple Openings
The Technical Support Agent serves as the first point of contact for clients and partners, addressing common technical issues and inquiries. Responsible for managing support tickets received via phone, email, or web channels, the agent strives to resolve issues promptly or determine if escalation to a higher support tier is necessary. Complex or unresolved inquiries are escalated to the Technical Support team when no immediate solution is available.

Be advised that the position covers the American business hours: 15:30 to 24:00 Bulgarian time.
We provide 24x7 support services therefore we also offer 12-hour shift schedules. Holidays and weekends included.

This is primarily an in-office role, with remote work available on weekends.

General Responsibilities

• Answers incoming customer calls regarding product problems, service questions and general concerns
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive relationship with them by providing timely and quality services
• Updates support ticket information accurately in the customer service database throughout each interaction or investigation process
• Handles newly submitted support tickets and provides them with first technical contact
• Monitors and updates with relevant information all support tickets in the relevant queues during the working hours
• Evaluates and escalates complex technical issues to a higher support tier
• Supports onboarding of new customers, ensuring an excellent experience by providing comprehensive product education and training
• Maintains up-to-date expertise in all Xirgo vehicle and asset telematics products and associated software solutions
• Reports recurring issues to support management


Experience / Qualifications
• Proficiency in English at B2 level or higher
• Good computer skills, including knowledge of Microsoft Office applications (Outlook, Word, PowerPoint, and Excel)
• High school diploma required. A university degree (preferably in a technical field) is strongly preferred
• Personal qualities: analytical thinking, strong problem-solving skills and logical reasoning; exceptional teamwork, communication, and interpersonal skills; high degree of professionalism, discretion, initiative, and loyalty
• Excellent organizational skills


Benefits of joining us
• Build your career path and grow professionally across various departments, including QA, Software Development, and more
• Global Experience: Work with diverse teams in a dynamic, multicultural environment
• Personal Health & Wellness: Enjoy a fully covered Multisport card and an extended insurance coverage package for your well-being plus training equipment available in the office
• Additional benefits: Monthly food vouchers and performance bonus