Are you passionate about customer support and looking to grow in a structured, tools- and process-oriented environment?
DocProcess Romania, part of AGENA3000, is looking for a Customer Service Representative (F/M) to join the support team and deliver high-quality assistance to users, as part of a maternity leave replacement.
AGENA3000 (Centaurus Développement Group) is built on strong values shared across all teams: Well-being – Boldness – Solidarity – Engagement (in French the B.A.S.E.).
We offer a stimulating environment, with strong growth in France and internationally, placing people and professional expertise at the heart of our strategy.
Our mission: optimize and secure data exchanges and business flows for our clients.
Your responsabilities
As a Level 1 Customer Support team member, you will be the first point of contact for clients, handling incoming requests and resolving first-level technical issues. Your responsibilities will include:
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Managing support tickets in Jira, resolving Level 1 issues using standard procedures and knowledge base articles;
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Identifying and assessing customer needs to provide accurate and effective solutions;
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Escalating unresolved or complex issues to Level 2 or 3 teams with clear and detailed information;
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Identifying recurring issues and reporting potential bugs to the relevant teams;
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Proactively informing customers about the status of their tickets, resolution timelines, and actions taken;
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Handling client tickets by clarifying requests, identifying the cause of the issue, proposing and explaining the most appropriate solution, expediting corrections or adjustments as needed, and ensuring follow-up until full resolution;
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Building and maintaining strong client relationships through open and interactive communication;
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Collaborating with internal teams to ensure consistent and high-quality customer service;
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Contributing to the enrichment of the knowledge base and providing feedback to continuously improve service quality.
Your profile
We are looking for a customer service-oriented professional with previous experience in support or user assistance, ideally 1 to 2 years, comfortable managing requests through ticketing tools. You are a native Romanian speaker with a strong command of English, allowing you to operate effectively in an international context.
You hold a Bachelor’s degree and have basic technical knowledge or a strong interest in IT environments, which helps in understanding and resolving customer issues. You are familiar with ticketing best practices, and experience with Jira Service Management is a plus.
Curious and proactive, you are motivated by continuous learning and improving service quality. You have excellent customer service skills, can adapt to different types of clients, demonstrate patience, active listening, and pedagogy, and handle challenging situations with composure. You communicate clearly and effectively, are organized and meticulous, prioritize requests efficiently, and ensure accurate ticket follow-up. Your positive attitude, team spirit, and attention to detail allow you to actively contribute to customer satisfaction and the continuous improvement of internal processes.
Job conditions
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Contract: 24 month fixed-term (maternity leave replacement)
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Career path: Possibility to transition to a permanent position depending on company needs and performance
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Location: Bucharest, Romania and/or remote work
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Travel: On-site training in Bucharest during the first weeks (to be defined) + at least 8 mandatory trips to Bucharest per year
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Environment: International, tools- and quality-oriented
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Salary: Based on profile and experience
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Benefits: Health insurance, partial coverage of public transport, meal vouchers