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Kiev, Ukraine | Technical support

Technical Support Representative (12-hour shift work)

Overall Purpose

ABBYY is a global developer of artificial intelligence technologies and solutions in the field of information processing and linguistics. Today, ABBYY group includes 16 offices in 13 countries, employing more than 1200 employees.

We invite you to join our Technical support team that will be providing support and customer satisfaction on a basis 24/7 365 days per year. As Technical Support Representative, you will be the first contact point for our customers. You will provide front line support to them, assisting in troubleshooting and advising on Product applications and compatibility. This role requires great technical communication skills, time management, and judgment to prioritize tasks appropriately. You will need to keep up and learn the current technology!

Key Responsibilities:

  • Supporting incoming issues from customers through phone, web, email or other means and respond accordingly;
  • Analyzing, isolating and reproducing product issues, file reports and assist in providing timely workarounds and fixes to our customers;
  • Providing consultative advice to customers related to usage of ABBYY products;
  • Escalating issues to proper management with complete information;
  • Follow up with customers when promised/scheduled;
  • Delivering a positive customer experience according to standards;
  • Other activities as assigned.

Mandatory Skill Set/Requirements:

  • Upper intermediate level of English;
  • The ability to work in a team environment and commit to a rotating 12-hour shift work followed be 36 hours off duty;
  • Higher education, technical field will be an advantage;
  • Ability to identify problems and define solutions quickly;
  • Ability to grasp product and technical knowledge quickly;
  • Strong analytical and problem-solving skills;
  • Excellent work standards and high motivation;
  • Basic IT knowledge, including in OS features.

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ABBYY HR team

If you think you’d be a good fit for our team, we’d love to talk!

You can apply by sending your CV on job@abbyy.ua with the name of the vacancy in subject

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