Supporting incoming issues from customers through phone, Zendesk ticket system and email;
Supporting customers around the world, mostly all the issues are in English;
Providing consultative advice to customers related to 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;
Preparing customer's requests for escalation to the neхt level of support;
Preparing articles to Knowledge Base;
Follow communication procedures, guidelines and policies.
Ability to methodically troubleshoot programming issues;
IT skills are necessary: operating systems (Windows & Linux), databases (MsSQL, Oracle), networking (OSI model, TCP\IP), programming basics;
Basic knowledge of programming languages of (C++, Java or C#) as advantage;
Higher technical education is a great 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, to generate code sample or technical documentation;
Analytical set of mind;
Communication skills, empathy (desire and ability to communicate with people);
Easy to learn.
Location and working hours:
This position requires work in 12-hour shifts (2 weeks day and 2 weeks night shifts) following 36-hours period for recover;
You will be able to work remotely or from the office, located at ABBYY Eastern European HQ in Kyiv, Ukraine.