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Ukraine — Kiev | Services / Customer Support

Customer Support Engineer

Responsibilities

  • Supporting incoming issues from customers via phone, Zendesk ticket system, email and remote sessions;
  • Supporting customers’ technical teams around the world, mostly all the issues are in English;
  • Advising customers on the usage of ABBYY software products for developers;
  • Resolving product issues by clarifying the customer reported issue; determining the cause of the problem; selecting and explaining the best steps to solving the problem;
  • Preparing customer's requests for the neхt level of support;
  • Creating articles for our Knowledge Base;
  • Owning the client's ticket from creation to complete solution of the problem;
  • Follow our internal procedures, guidelines and policies.

Mandatory Skill Set/Requirements

  • Ability to methodically troubleshoot programming issues;
  • Good customer service communication skills (ability to communicate with empathy);
  • Excellent team player with a can-do attitude;
  • Advanced English language skills;
  • Willingness to expand your horizon by learning new skills and technology;
  • IT skills in operating systems (Windows & Linux), databases (MSSQL, Oracle), networking (OSI model, TCP\IP), programming basics;
  • Ability to understand the customer environment, security settings, and how third party tools integrate into the solution;
  • Demonstrate the ability to quickly identify and find a solution to a technical problem reported by a customer;
  • Basic knowledge of programming languages of (C++, Java or C#) is an advantage;
  • Previous experience in a software related field is an advantage;
  • Higher technical education is an advantage.

Location and working hours:

12-hour shifts followed by 36-hour break to allow you a healthy work-life balance. Shift work is 2 weeks during the day and 2 weeks during the night.
You would be able to work remotely from any region of Ukraine or from the office in Kiev located 5 minutes from the Pochaina metro station in the “Yug” business center.

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