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

Our goal is to provide customers with top-class assistance.
We are looking for service-oriented specialists 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)
- 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
- Understand and analyze customers’ problem, find appropriate and acceptable solutions
- Check the status of the problem until it is solved
- 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
- Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic
- Excellent interpersonal soft skills
- Excellent team work ability
- 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 and activities
- Shift work (morning, evening and night shifts)
- Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST

Desirable:

- Experience with as a NOC Engineer or System Administrator
- Previous relevant technical experience
- Technical certification/Academic degree
- Experience with Jira, Confluence, Salesforce

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
- 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 11 January 2021
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