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

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
- Update the documentation

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
- 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 a 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 20 July 2021
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