Join ABBYY and be part of a team that celebrates your unique work style. With flexible work options, a supportive team, and rewards that reflect your value, you can focus on what matters most – driving your growth, while fuelling ours.

Our commitment to respect, transparency, and simplicity means you can trust us to always choose to do the right thing.

With a focus on customer-centric thinking, we're not just another vendor – we're a transformative force in the industry. By joining one of our Customer Excellence teams, you will have the chance to work with our portfolio of over 10,000 customers, including many Fortune 500 companies.

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 products;
• 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 articles to Knowledge Base;
• Follow communication procedures, guidelines, and policies.

Requirements

• Higher technical education and/or advanced PC user;
• 6 month (or more) of customer care or similar experience;
• Ability to methodically troubleshoot program issues;
• 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;
• 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.

At ABBYY you will: 

Love how you work

• We provide remote and hybrid working options to fit all lifestyles;
• We use flexible hours across most of our teams to allow you to find your own definition of balance;
• Encouraging a culture of giving, we provide two paid volunteering days off every year so you can take time to contribute to the causes you care about;
• To ensure your family is cared for, we offer paid parental leave in all our locations.

Love whom you work with

• We are a global team of 800+ colleagues, spread across 15 countries on four continents;
• With 30+ nationalities and ages ranging from 21 to 80, our workforce reflects the world;
• Innovation and excellence run through our veins. Our teams gather the expertise which has garnered ABBYY more than 140 technology patents;
• We are guided by the values of respect, transparency, and simplicity;
• "Team Environment" is in the top three highest-scoring drivers of engagement across all of our departments.

Love what you work on

• We are a company with more than 30 years of experience in the technology market;
• Over 10,000 customers trust ABBYY, including many Fortune 500 ones, with names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK in our client portfolio;
• ABBYY has modernized the capture market by creating the first low-code/no-code IDP platform. Our Machine Learning, Natural Language Processing, Computer Vision Technologies, and a marketplace built with AI, can transform any document in any process;
• Top Analyst firms recognize ABBYY's market leadership, including Gartner, Everest PEAK Matrix ® Assessment, ISG Intelligent Automation Lens, and NelsonHall, amongst others.

Additionally, you will enjoy some of our local benefits such as gym membership or sports activities subsidy.

ABBYY is an Equal Employment Opportunity employer that values the strength that diversity brings to the workplace. To learn more about our commitment to Diversity and Inclusion, check out the careers section on our website.