Role description:
We are looking for TECHNICAL SUPPORT SPECIALIST, who will be engaged in performing and enabling remote technical support of our software solutions, demonstrating high-level technical expertise in resolving and avoiding further product issues.

Key responsibilities:
- Processing of all incoming requests from Tier 1 according to SLA with the corresponding customer;
- Diagnosis of problems with the product (reproduction, testing, analysis of logging, identification of reasons and their documentation, description of the steps for reproduction and results of the analysis in the appropriate cases);
- Finding a solution for the problem fix or escalation to the appropriate development team;
- Notification to T1 about the request resolution progress;
- Timely notification of T1 about delays in resolving a request if while runtime identifies issues that are solved by external software vendors or need to be refined by the development team;
- Filling in the T2 internal knowledge base with the appropriate instructions about requests handling and fixing;
- Conducting technical demos, trainings, and certifications for external and internal customers;
- Support of eWizard Framework Documentation site;
- Periodic and unplanned update, customization, testing of the content created by internal or external dev teams;
- Monitoring of eWizard Builders instances and escalation of the identified problems to the appropriate development team;
- Analysis, validation and detalization of requests for refinement of new functionality on content or framework level;
- Testing of new functionalities after releases

- 1+ years of relevant experience supporting customers in a complex software environment
- Intermediate+ English
- Understanding of CRM/CLM systems purpose and basics
- Digital tech: asset or content platform experience, usage of an asset management system.
- Content: experience/appreciation of the content development and deployment - html5, css, js will be plus
- QA basics - Acceptance Testing, Accessibility Testing, Alpha\Beta Testing, - Conformance Testing, End-to-End Testing
- Configuration of SaaS solutions

What we provide:
We understand that our team members are essential to making our goals a reality, so we value and empower them to share their vision. And we reward this kind of passion with a highly competitive compensation and exceptional benefits, such as:
· Passionate experienced team and enjoyable working environment
· Professional and career growth
· Paid time off 18 business days per year
· Paid time off 3 business days in case of marriage or childbirth
· Healthcare insurance – including dentist and gym
· Accounting assistance
· Free tea/coffee, fruit and snacks
· English learning courses
· Opportunities to participate in professional forums and conferences
· Regular corporate events and team-buildings

About Viseven

Viseven Group delivers intelligent solutions for Pharma Companies. Our expertise relies on opening new communication channels, delivery of a message to the customer in diverse digital formats, such as mobile applications, educational VR and AR apps/videos, HTML5 eDetailers and responsive web sites. Our complex approach — Digital Content Factory — includes pharma marketing materials creation from scratch (storyboard, design, texts, development), brand strategy and rebranding, localization and adaptation of interactive presentations, infrastructure setup, SMM, business analysis, trainings and workshops, and much more.

Company website:

DOU company page:

Job posted on 19 July 2021
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