Job Overview

We are seeking a motivated and technically minded SatCom Customer Service Agent to join our Sofia office. This role combines first-line technical support with administrative tasks such as invoicing, billing, and quote preparation. You will support customers using a range of satellite connectivity solutions — including Starlink and MSS (Inmarsat, Iridium, ViaSat) — ensuring a smooth onboarding and operational experience.

Key Responsibilities

• Customer Support & Troubleshooting:
  • Act as the first point of contact for customer inquiries via phone, email, or ticketing system.
  • Perform initial technical troubleshooting (connectivity checks, terminal status, basic configuration guidance).
  • Escalate complex technical issues to Level 2/Engineering teams while maintaining customer updates.
  • Guide customers through service activation and provisioning steps (e.g., Starlink kit setup, MSS terminal activation).
• Administration & Documentation:
  • Prepare and manage quotations, service orders, and renewal documentation.
  • Process invoices and billing activities accurately and on time.
  • Maintain up-to-date customer records and service configurations in CRM systems.
  • Support in setup of new projects, including New Project Registration, overview documents, etc.
  • Support in the setup, maintenance, and documentation of the ERP system.
  • Document support cases and resolutions to contribute to knowledge base development.
• Product & Service Knowledge:
  • Stay informed on company products and services, including Starlink, MSS, and terrestrial backup solutions.
  • Provide clear technical explanations to customers in non-technical language.
  • Support service upgrades, plan changes, and SIM/terminal provisioning.
• Collaboration:
  • Work closely with Sales, Finance, and Technical Support teams to ensure smooth service delivery.
  • Provide customer feedback to product and engineering teams to improve service offerings.

Essential Skills and Qualifications

• Previous experience in customer service, technical support, or NOC/helpdesk role (telecoms, SatCom, or IT services preferred).
• Basic understanding of IP networking (TCP/IP, DHCP, Wi-Fi setup) and connectivity troubleshooting is a plus.
• Familiarity with satellite communications, Starlink, or MSS services is a plus.
• Proficiency with Microsoft Office (Word, Excel, Outlook) and CRM/ticketing systems.
• Fluent English (written and spoken) is mandatory.
• German language skills are a very strong plus.
• On-call support outside business hours may be required to ensure service continuity for critical customers.

Desirable Skills

• Excellent communication skills with a strong customer service mindset.
• Ability to diagnose basic technical issues and guide customers through solutions.
• Organised and detail-oriented with strong multitasking ability.
• Problem-solving attitude and willingness to learn new technologies.
• Team player with a proactive and service-oriented approach.
• Happy to travel to Germany as and when necessary