ABBYY Careers

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Kyiv, Ukraine | Technical support

Technical Support Representative (24/7, programming knowledge)

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 24/7 365 days per year. As Technical Support Representative (24/7, programming knowledge), 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, Zendesk ticket system, and email;
  • Supporting customers around the world, mostly all of the issues are in English;
  • Providing consultative advice to customers related to the usage of ABBYY software products for developers;
  • 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;
  • 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 technical education is necessary;
  • Ability to methodically troubleshoot programming issues;
  • IT skills are necessary: operating systems (Windows & Linux), databases (MsSQL, Oracle), networking (OSI model, TCP\IP), algorithms, programming basics;
  • Experience programming in C++. Basic knowledge of other languages of programming (Java or C#) preferred;
  • 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, to generate code sample or technical documentation;
  • Analytical set of mind;
  • Communication skills, empathy (desire and ability to communicate with people);
  • Upper-Intermediate/Advanced English;
  • High resistance to stress;
  • Easy to learn.

Location and Working hours:

  • This position requires work in 12-hour shifts (2 weeks day and 2 weeks night shifts) following the 36-hours period for recovery.
  • You will work from the office, located at ABBYY Eastern European HQ in Kyiv, Ukraine.

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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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