Customer Support Engineer

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 via phone, Zendesk ticket system and email;
• Supporting customers around the world, mostly all the issues are in English;
• 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 the next 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), networking (OSI model, TCP\IP), algorithms, programming basics;
• Ability to understand the customer environment 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/Advanced level of English;
• High resistance to stress;
• Easy to learn;
• Ability to work remotely.

Location and Working hours:

• This position requires work in 8-hour shifts, begins from 5 p.m. till 2 a.m.;
• You will work from the office, located at ABBYY Eastern European HQ in Kyiv, Ukraine, or remotely.