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Ukraine — Kiev | Services / Customer Support

Customer Support Agent

Responsibilities

  • 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.

Requirements

  • 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);
  • Advanced English;
  • 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.

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