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Ukraine — Kiev | Services / Customer Support

Customer Support Specialist

Responsibilities

  • Supporting incoming issues from customers Zendesk ticket system;
  • 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
  • Easy to learn.

Location and working hours

  • This position requires work in US Timezone (17:00 - 02:00);
  • You will be able to work from the office in Kyiv or remotely from any region of Ukraine.

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