Daniel Karachorov
Varna
Summary
Skilled IT professional with extensive experience in technical support and software troubleshooting. Proficient at bridging the gap between technical teams and end-users, with a track record of improving user satisfaction and optimizing support processes. Known for exceptional communication, strong incident management skills, and a collaborative mindset, including leading the creation of a knowledge base to enhance efficiency and response times. Adaptable team player with a focus on delivering customer-focused solutions in fast-paced, dynamic environments.
Overview
3
3
years of professional experience
Work History
Senior Software Support Technician
Flat Rock Technology
09.2024 - Current
- Maintained detailed records of all support interactions in CRM systems, ensuring efficient handoffs between team members as required.
- Acted as a liaison between end-users and development teams, effectively bridging the gap between technical jargon and user-friendly language.
- Increased efficiency by creating and maintaining an organized knowledge base of known issues and solutions.
- Conducted regular trainings for new team members for onboarding and software technologies supported by the platforms.
- Improved software functionality by providing timely technical support to clients and sellers.
Software Support Technician
Flat Rock Technology
05.2022 - 09.2024
- Increased efficiency by creating and maintaining an organized knowledge base of known issues and solutions.
- Provided exceptional customer service through clear communication, empathetic listening, and diligent problem-solving efforts.
- Established strong working relationships with clients through consistent follow-ups on resolved issues and proactive assistance where needed.
- Managed a high volume of support tickets while maintaining excellent response times and positive customer feedback scores.
- Communicated complex technical concepts clearly to non-technical users, leading them confidently through troubleshooting steps without frustration.
Education
Masters of Cybersecurity -
Naval Academy "N. Vaptsarov" University
Varna, Bulgaria03-2025
Bachelor of Web And Mobile Technologies -
University of Economics
Varna, Bulgaria05-2022
High School Diploma -
Vocational School of Economics And Marketing
Ruse, Bulgaria05-2018
Skills
- Remote customer support
- End-user training
- Incident management
- Technical troubleshooting
- Ticket management
- IT Security
- Customer service expert
- Bug reporting
- Teamwork and collaboration
- Multitasking Abilities
- Excellent communication
Languages
Bulgarian
Native language
English
Advanced
C1
German
Elementary
A2
Timeline
Senior Software Support Technician
Flat Rock Technology
09.2024 - Current
Software Support Technician
Flat Rock Technology
05.2022 - 09.2024
Masters of Cybersecurity -
Naval Academy "N. Vaptsarov" University
Bachelor of Web And Mobile Technologies -
University of Economics
High School Diploma -
Vocational School of Economics And Marketing
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