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Novosibirsk, Russia | Technical support

Technical Support Representative (Novosibirsk, Japanese and English)

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 14 offices in 11 countries, employing more than 1100 employees. 

We invite you to join our Technical support team that will be providing support and customer satisfaction on a basis 8/5 365 days per year. As a Technical Support Representative (Novosibirsk, Japanese and English), 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 via phone, Zendesk ticket system, and email;
  • Support customers in Japan, New Zealand and Australia. Mostly all of the issues are in English\Japanese;
  • Providing consultative advice to customers related to the usage of ABBYY software;
  • Identify, analyze and solve software and hardware issues;
  • Ensure deep and comprehensive diagnosis and escalate issues with all relevant information and according to priority to further resolution groups by keeping the ownership, drive/coordinate, follow up, update incidents and report to a customer until the case is closed;
  • Preparing customer’s requests for escalation to the neхt level of support;
  • Preparing articles to Knowledge Base;
  • Follow communication procedures, guidelines, and policies.

Mandatory Skill Set/Requirements:

  • Higher education;
  • 1+ years' experience in customer support role is desirable;
  • Knowledge of operating systems (Windows & Linux), databases, networking will be an 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;
  • Analytical set of mind;
  • Multi-functionality and ability to support different systems and solutions at the same time;
  • Intermediate/Upper-intermediate level of English and Japanese;
  • Stress resistance.

Location and Working hours:

This position requires work in business working hours (9 am - 6 pm local time zone);

You will work from the office, located at ABBYY in Novosibirsk, Russia.

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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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