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Kiev, Ukraine | Technical support

Technical Support Representative (Europe, German 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 24/7 365 days per year. As Technical Support Representative (Europe, German 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.

 

Key Responsibilities:

  • Supporting incoming issues from customers via phone, Zendesk ticket system and email;
  • Support customers in Europe, mostly all of issues are in English\German;
  • Providing consultative advice to customers related to usage of ABBYY software;
  • 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 neхt level of support;
  • Preparing articles to Knowledge Base;
  • Follow communication procedures, guidelines and policies.

Mandatory Skill Set/Requirements:

  • Higher education is necessary;
  • IT skills are preferable: operating systems (Windows & Linux), databases (MsSQL, Oracle), networking (OSI model, TCP\IP), algorithms, programming basics;
  • Ability to understand the customer environment and etc.;
  • The candidate must demonstrate the ability to be able to quickly and 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 English and German;
  • High resistance to stress;
  • Easy to learn.

Location and Working hours:

  • This position requires work in Europe business working hours (10am -7pm GMT +2);
  • 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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