Description
On behalf of Ciklum Digital, Ciklum is looking for a Technical Support Engineer to join the Kyiv team on a full-time basis.

Our Support Center’s goal is to provide customers with a top-class assistance. We are looking for service-oriented specialist with excellent English language and excellent communication skills. You should be interested in IT in general and be ready to learn about new products and constantly improve your technical knowledge.

Responsibilities
Provide first level technical support and preliminary investigation to customer issues and service requests
Understand and analyze requests, react quickly
Manage and track customers issues
Troubleshoot customer issues primarily by frontal sessions
Develop and review content for the company’s knowledge base
Respond to customers’ request (in quick and efficient manner)
Respond to escalated technical issues surrounding the platform, primarily by web portal, telephone and e-mail
Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problems
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
Thoroughly documents all issues, develops and reviews content for knowledge base. Help develop and implement a web based support initiatives including knowledge bases, technical and modeling techniques and documentation
Understand and analyze customers’ problem, find appropriate and acceptable solutions
Check the status of the problem until it is solved

Requirements
2-4 years of experience in IT, Enterprise/Datacenter software or SaaS solutions support
Knowledge of TCP/IP, DNS and other networking concepts
Customer focused and team oriented
Must have a passion for troubleshooting client problems and satisfying customer needs, strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
Strong ability to combine monitoring function and other ongoing processes
Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic
Excellent interpersonal soft skills
Excellent team work ability
Willingness to work flexible hours to help cover different time zones
Excellent English, both written and speaking skills are required
Service oriented with desire to help people
Push the matter through
Detail oriented, reliable, stress resistant
Responsible, initiative, multitasking, self-organized, eager to learn
Able to plan your own time
Shift work, half-nights and nights (US Business hours shifts and nights, Monday – Sunday shifts) OR Working everyday on weekdays Monday to Friday half nights (US Business hours)
Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST
Experience with Jira, Confluence, Salesforce

Desirable
Experience with virtualization technology (VMWare/Hyper-V/AWS)
Previous relevant technical experience
Technical certification/Academic degree

What's in it for you
Variety of knowledge sharing and training opportunities
Unique working environment where you communicate and work directly with client
Competitive salary
Career and professional growth
Possibility to work in a big and successful company
Long-term employment with 20 working-days paid vacation and other social benefits
Working in a comfortably located office with warm atmosphere which creates really good working conditions
Work with a large number of customers who use various approaches and technologies
Experience of operating on different cloud and on-premise applications
Experience of operating on different cloud and on-premise applications
Access to webinars, Udemy courses

About Ciklum International

Ciklum is a top-five global Digital Solutions Company for Fortune 500 and fast-growing organisations alike around the world.
Our 3,000+ Developers located in the Delivery Centres across the globe, provide our clients with a range of services including outsourcing software development, Enterprise App Development, Quality Assurance, Security, R&D, Big Data & Analytics.

Company website:
https://www.ciklum.com/

DOU company page:
https://jobs.dou.ua/companies/ciklum/

Job posted on 2 October 2020
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