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  • Technical Customer Support Engineer

    • 13.11.2020
    • Kyiv, Ukraine

    Nadiia Tykha

    Personal recruiter

    E-mail Skype

Our client - a global developer of artificial intelligence technologies and solutions in the field of information processing and linguistics - is looking for a Technical Customer Support Engineer to join their Technical support team in Kyiv.

THE ROLE:
To provide support and customer satisfaction on a 24/7 basis 365 days per year. As a Technical Customer Support Engineer (EMEA), you will be the first contact point for the company`s customers. You will provide front line support to them, assisting in troubleshooting and advising on Product applications and compatibility. 

  • This position requires work in 8-hour shifts, begins from 17:00 to 2:00.
  • You will work from the office, located in Kyiv, Ukraine, or remotely.

RESPONSIBILITIES:

  • Supporting incoming issues from customers via phone, Zendesk ticket system and email.
  • Supporting customers around the world, mostly all of the issues are in English.
  • Providing consultative advice to customers related to the usage of the company`s 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 neхt level of support.
  • Preparing articles to Knowledge Base.
  • Follow communication procedures, guidelines and policies.

WHAT YOU SHOULD HAVE:

  • 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 and etc.
  • The ability 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 English.
  • High resistance to stress.
  • Easy to learn.

COMPANY OFFERS:

  • Work in the international IT product company.
  • Attractive social package (incl. medical insurance, partial compensation of sport and English classes).
  • Interesting and challenging tasks.
  • Opportunities for professional growth and career.
  • Competitive salary.
  • Possibilities to travel abroad to implement complex projects in recognized companies.
  • Comfortable working environment and a great team of professionals.

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