Technical Customer Support Specialist

ABBYY is a Digital Intelligence company committed to creating the industry’s most advanced Digital Intelligence platform for clients. As a leader in Intelligent Document Processing (IDP) and Process Discovery & Mining, more than 5000+ customers worldwide trust ABBYY, including many of the Fortune 500, like Siemens, PwC, and PepsiCo.

We bring together top experts from all over the world to form our growing team of 1,300 employees based in 14 countries with headquarters in the United States. Joining ABBYY means being part of a professional community passionate about technology and driven to develop our skills further. We are excited to offer opportunities working in Artificial Intelligence, Computer Vision, Natural Language Processing, Machine Learning, and Data Science.

We invite you to join our team. Expand your knowledge with every customer interaction while working flexible hours!

Key Responsibilities:

• 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, TCP\IP), 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.

We offer:

• 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; 
• Competitive salary;
• 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);
• 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.

Working hours:

This position requires work  with shifts