7 часов назад - 14.04.2021

Customer Support Engineer

ABBYY Eastern European Headquarters

Адрес: Киев
Контакт: HR manager
Телефон: 4909999

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 13 countries, employing more than 1300 employees.

We invite you to join our Technical support team that will be providing support and customer satisfaction. As Customer Support Engineer (Americas), 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 Zendesk ticket system;
  • Supporting customers around the world, mostly all 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;
  • Maintains leading-edge technical and personal skills. Provides input for team member appraisals and acts as a mentor/role model for others;
  • Engages with internal departments to facilitate requests from customers;
  • 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:

  • Ability to methodically troubleshoot programming issues;
  • IT skills are necessary: operating systems (Windows & Linux), databases (MsSQL, Oracle), networking (OSI model, TCP\IP), programming basics;
  • Basic knowledge of programming languages of (C++, Java or C#) as advantage;
  • Higher technical education is a great 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, to generate code sample or technical documentation;
  • Analytical set of mind;
  • Communication skills, empathy (desire and ability to communicate with people);
  • Advanced English;
  • Easy to learn.

We offer:

  • Work in international IT product company;
  • Interesting and challenging tasks;
  • Opportunities for professional growth and career;
  • Competitive salary;
  • Attractive social package (medical insurance, partial compensation of sport and English classes);
  • Ability to work remotely.

Location and working hours:

  • This position requires work in US Timezone (17:00 - 02:00) or European Timezone (10:00-19:00);
  • You will be able to work from the office in Kyiv or remotely from any region of Ukraine.

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