Technical Support Engineer Offline

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);

- 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;

- update the documentation.

Requirements:

- 2 years experience as a level 1 support – preferably B2B;

- basic familiarity with SAAS based products;

- basic familiarity with CSS, HTML, Web concepts;

- good command of English, both written and speaking skills;

- customer focused and team oriented;

- must have a passion for troubleshooting client problems and satisfying customer needs, ability to research, diagnose, troubleshoot and identify solutions to resolve issues;

- excellent interpersonal soft skills;

- ready for shift work (morning, evening and night shifts);

- understanding of standard support procedures for proper reporting, escalation and follow up is a must.

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;

- long-term employment with 20 working-days paid vacation;

- working in a comfortably located office with warm atmosphere which creates really good working conditions;

- access to webinars, Udemy courses.