Responsibilities

• Resolve incoming Zendesk tickets from ABBYY B2B customers, predominantly via e-mail, sometimes via Chat and phone;
• Troubleshoot technical issues either on a virtual system or on a screen-sharing session with the customer;
• Actively collaborate with your teammates and colleagues from other departments to find solutions;
• Communicate confidently in Business English (minimum B2 certificate required);
• Write knowledge base articles to help customers even faster.
• Follow our well-documented procedures, guidelines and policies.

Requirements

• At least 5 years of experience working in L2 Technical Support, Professional Services, QA, DevOps or Development;
• Advanced knowledge of operating systems (Windows & Linux), databases and networking;
• A good understanding of programming languages (C++, Java or C#) is an advantage;
• Great analytical skills to troubleshoot software problems;
• Good interpersonal and communication skills;
• Advanced English skills (B2 certificate as a minimum);
• Japanese, Mandarin or Korean language an advantage.

We Offer

• Work as part of a great international team in a cutting-edge AI software company;
• Work remotely or from the office;
• Interesting and challenging tasks;
• Self-development opportunities through e-Learning platforms (LinkedIn Learning, O’Reilly);
• Competitive salary;
• Attractive social package