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Russia — Novosibirsk | Services / Customer Support

Technical Support Engineer

Responsibilities

  • Supporting incoming issues from customers via phone, Zendesk ticket system, and email;
  • Support customers in Japan, New Zealand and Australia. Mostly all of the issues are in English\Japanese;
  • Providing consultative advice to customers related to the usage of ABBYY software;
  • Identify, analyze and solve software and hardware issues;
  • Ensure deep and comprehensive diagnosis and escalate issues with all relevant information and according to priority to further resolution groups by keeping the ownership, drive/coordinate, follow up, update incidents and report to a customer until the case is closed;
  • Preparing customer's requests for escalation to the neхt level of support;
  • Preparing articles to Knowledge Base;
  • Follow communication procedures, guidelines, and policies.

Requirements

  • Higher education;
  • 1+ years' experience in customer support role is desirable;
  • Knowledge of operating systems (Windows & Linux), databases, networking will be an advantage;
  • Ability to understand the customer environment, security settings, and how third-party tools integrate into the solution;
  • The candidate must demonstrate the ability to be able to quickly and technically correctly find a solution based on the information received from the customer;
  • Analytical set of mind;
  • Multi-functionality and ability to support different systems and solutions at the same time;
  • Intermediate/Upper-intermediate level of English and Japanese;
  • Stress resistance.

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