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Ukraine — Kiev | Services / Customer Support

Customer Support Engineer

Responsibilities

  • Supporting incoming issues from customers via phone, Zendesk ticket system, and email;
  • Supporting customers around the world, mostly all of the issues are in English;
  • Providing consultative advice to customers related to the usage of ABBYY software products for developers;
  • Resolve product issues by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best steps to solve the problem;
  • Maintains leading-edge technical and personal skills. Provides input for team member appraisals and acts as a mentor/role model for others;
  • Engages with internal departments to facilitate requests from customers;
  • Preparing customer's requests for escalation to neхt level of support;
  • Preparing articles to Knowledge Base;
  • Follow communication procedures, guidelines, and policies.
     

Mandatory Skill Set

  • Higher technical education and/or advanced PC user;
  •  3+ years of customer care or similar experience;
  •  Ability to methodically troubleshoot programming issues;
  •  IT skills: operating systems (Windows & Linux), databases (MsSQL, Oracle), networking (OSI model, TCP\IP), algorithms, programming basics;
  •  Basic knowledge of other languages of programming (Java or C#) will be a plus;
  •  Ability to understand the customer environment, security settings, and how third-party tools integrate into the solution;
  •  Analytical set of mind;
  •  Communication skills, empathy (desire, and ability to communicate with people).

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