Technical Customer Support Specialist (offline)

ABBYY is a Digital Intelligence company committed to creating the industry’s most advanced Digital Intelligence platform for clients. As a leader in Intelligent Document Processing (IDP) and Process Discovery and Mining, more than 5000+ customers worldwide trust ABBYY, including many of the Fortune 500, like Siemens, PwC, and PepsiCo.

We bring together top experts from all over the world to form our growing team of 1,300 employees based in 14 countries with headquarters in the United States. Joining ABBYY means being part of a professional community passionate about technology and driven to develop our skills further. We are excited to offer opportunities working in Artificial Intelligence, Computer Vision, Natural Language Processing, Machine Learning, and Data Science.

We invite you to join our team. Expand your knowledge with every customer interaction while working flexible hours!

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 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.

Qualifications
• Higher technical education and/or advanced PC user;
• 3+ years of customer care or similar experience;
• Ability to methodically troubleshoot programming issues;
• IT skills: operating systems (Windows and Linux), databases (MsSQL, Oracle), networking (OSI model, TCP\IP), algorithms, programming basics;
• Experience in programming (C++) will be a plus;
• Basic knowledge of other languages of programming (Java or C#) will be a plus;
• 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);
• Upper-Intermediate level of written and verbal English or higher;
• High resistance to stress;
• Work on shifts (12\36)
• Easy to learn.

We offer
To become a part of a highly motivated team with an employee NPS score of 9.3 (based on periodic anonymous internal engagement survey results)
Opportunities for professional career growth;
Work for a cutting edge international IT product company;
Work with customers around the globe, including many of the world's Blue Chip companies;
Competitive salary;
Unlimited and free access to the LinkedIn Learning platform;
Free access to the O`Reilly Technical Learning platform;
Six-level rank system for support employees with the ability to climb the career ladder twice a year;
Additional compensation of 10% for foreign languages (German, French, Spanish and Japanese);
Attractive social package (medical insurance, partial compensation of sport and English classes);
100% remote work and the option to visit the office whenever you like.

Working hours:
This position requires work with shifts

About ABBYY

Join ABBYY and be part of a team that celebrates your unique work style. With flexible work options, a supportive team, and rewards that reflect your value, you can focus on what matters most — driving your growth while fuelling ours.

Our commitment to respect, transparency, and simplicity means you can trust us to always choose to do the right thing.

Over 10,000 customers trust ABBYY, including many Fortune 500 ones, with names such as DHL, Johnson & Johnson, FDA, DMV, PWC, KeyBank, Spotify, and H&R BLOCK in our client portfolio.

As a trusted partner for intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. With a focus on customer-centric thinking, we’re not just another vendor — we’re a transformative force in the industry. Join us and be part of a team that’s changing the world, one solution at a time.

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

DOU company page:
https://jobs.dou.ua/companies/abbyy-ukraine/