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.
Requirements
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;
Experience in programming (C++) will be a plus;
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;
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, to generate code sample or technical documentation;
Analytical set of mind;
Communication skills, empathy (desire and ability to communicate with people);
Upper-Intermediate level of written and verbal English or higher;
High resistance to stress;
Able to work overtime and/or on holidays, if necessary
