Назва вакансії: Customer Support Engineer
Сфера діяльності компанії: IT, комп’ютери, інтернет
Вид зайнятості: Дистанційна робота
Назва компанії / організації: ABBYY
Опис вакансії (вимоги, умови, режим роботи):
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 14 countries, employing more than 1,300 employees.
We invite you to join our Technical support team that will be providing support and customer satisfaction. As Customer Support Engineer, you will be the first contact point for our technical 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!
Supporting incoming issues from customers via phone, Zendesk ticket system, email and remote sessions;
Supporting customers’ technical teams around the world, mostly all the issues are in English;
Advising customers on the usage of ABBYY software products for developers;
Resolving product issues by clarifying the customer reported issue; determining the cause of the problem; selecting and explaining the best steps to solving the problem;
Preparing customer’s requests for the next level of support;
Creating articles for our Knowledge Base;
Owning the client’s ticket from creation to complete solution of the problem;
Follow our internal procedures, guidelines and policies.
Mandatory Skill Set/Requirements:
Ability to methodically troubleshoot programming issues;
Good customer service communication skills (ability to communicate with empathy);
Excellent team player with a can-do attitude;
Advanced English language skills;
Willingness to expand your horizon by learning new skills and technology;
IT skills in operating systems (Windows & Linux), databases (MSSQL, Oracle), networking (OSI model, TCPIP), programming basics;
Ability to understand the customer environment, security settings, and how third party tools integrate into the solution;
Demonstrate the ability to quickly identify and find a solution to a technical problem reported by a customer;
Basic knowledge of programming languages of (C++, Java or C#) is an advantage;
Previous experience in a software related field is an advantage;
Higher technical education is an advantage.
To become a part of a highly motivated team with an employee NPS score of 9.3 (based on periodic anonymous internal engagement survey results)
Opportunities for professional career growth;
Work for a cutting edge international IT product company;
Work with customers around the globe, including many of the world’s Blue Chip companies;
Unlimited and free access to the LinkedIn Learning platform;
Free access to the O`Reilly Technical Learning platform;
Six-level rank system for support employees with the ability to climb the career ladder twice a year;
Additional compensation of 10% for foreign languages (German, French, Spanish and Japanese) or night shifts;
Attractive social package (medical insurance, partial compensation of sport and English classes);
100% remote work and the option to visit the office whenever you like.
Location and working hours:
This position requires work in US or EU time zones (or with shifts) – to get more details, please contact us at firstname.lastname@example.org
You will be able to work from the office in Kyiv or remotely from any region of Ukraine.