Customer Support Representative

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 13 countries, employing more than 1300+ employees.

We have friendly, creative and talented people. Together we create solutions in the field of artificial intelligence, document input and data processing, which helps to transform information into useful knowledge.

We invite you to join us as Customer Support Specialist in Mass Product Support team.

Main Responsibilities: 

• Supporting incoming issues from customers Zendesk ticket system;
• Supporting customers around the world, mostly all of the issues are in English;
• Providing consultative advice to customers related to the usage of ABBYY products;
• 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 articles to Knowledge Base;
• Follow communication procedures, guidelines, and policies.

Skills and requirements: 

• Higher technical education and/or advanced PC user;
• at least 6 month (or more) of customer care or similar experience;
• Ability to methodically troubleshoot program issues;
• 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;Analytical set of mind;
• Communication skills, empathy (desire and ability to communicate with people);
• Upper-Intermediate level of written and verbal English or higher;
• High resistance to stress;
• Able to work overtime and/or on holidays, if necessary
• Easy to learn.

We offer:

• Work in international company;
• Opportunities for professional growth and career;
• Attractive social package (medical insurance, partial compensation of sport and English classes);
• Self-development opportunities through e-Learning platforms (LinkedIn Learning, O’Reilly);
• Competitive salary;
• Ability to work remotely
• Work within standard business hours (9am - 6pm);
• Comfortable working environment.

We enable to you to:

Be Challenged

Using established internal processes, we analyze and act on unique customer requests. No two cases are identical. As trusted advisors, we work with our customers to define the best solution for their IT and business strategies. Through this collaboration, we continue to learn more about business processes in companies from all over the world.

Be a Trusted Advisor

ABBYY's global expertise includes various industries, such as Financial Services, Insurance, Transportation & Logistics, Healthcare, Government, and Legal. We are a significant player in the RPA and broader intelligent automation market through strategic partnerships and embedded technology licensing with leading vendors. As part of our team, you're a member of a trusted community that continually strives to achieve the best results for our customers.

Be Flexible

Work-life balance looks a little different for everyone. Employees regularly collaborate with their managers to design a workday that works best with flexible working hours.

Be Yourself

The success of our employees is a top priority for us. We value a culture of trust, collaboration, and respect by fostering open communication, a continuous cycle of feedback, and recognition. We know every team member brings unique value and aspirations. We enjoy learning about each employee and seeing careers grow at ABBYY.

Be Challenged

Using established internal processes, we analyze and act on unique customer requests. No two cases are identical. As trusted advisors, we work with our customers to define the best solution for their IT and business strategies. Through this collaboration, we continue to learn more about business processes in companies from all over the world.