Support Engineer (offline)

STACK
• OS: Windows & Linux
• Databases (MSSQL, Oracle)
• Networking (OSI model, TCP\IP)
• Programming basics (C++, Java or C#)
• Advanced English

MAJOR REQUIREMENTS
• Ability to methodically troubleshoot programming issues;
• Good customer service communication skills (ability to communicate with empathy);
• Excellent team player with a can-do attitude;
• Advanced English language skills;
• Willingness to expand your horizon by learning new skills and technology;
• IT skills in operating systems (Windows & Linux), databases (MSSQL, Oracle), networking (OSI model, TCP\IP), programming basics;
• Ability to understand the customer environment, security settings, and how third party tools integrate into the solution;
• Demonstrate the ability to quickly identify and find a solution to a technical problem reported by a customer;
• Basic knowledge of programming languages of (C++, Java or C#) is an advantage;
• Previous experience in a software related field is an advantage;
• Higher technical education is an advantage.

OPTIONAL REQUIREMENTS
Networking (OSI model, TCP\IP).

RESPONSIBILITIES
• Supporting incoming issues from customers via phone, Zendesk ticket system, email and remote sessions;
• Supporting customers’ technical teams around the world, mostly all the issues are in English;
• Advising customers on the usage of ABBYY software products for developers;
• Resolving product issues by clarifying the customer reported issue; determining the cause of the problem; selecting and explaining the best steps to solving the problem;
• Preparing customer's requests for the next level of support;
• Creating articles for our Knowledge Base;
• Owning the client's ticket from creation to complete solution of the problem;
• Follow our internal procedures, guidelines and policies.

ABOUT COMPANY
ABBYY is a global developer of artificial intelligence technologies and solutions in the field of information processing and linguistics. Today, ABBYY group includes 16 offices in 14 countries, employing more than 1,300 employees.

INFORMATION ABOUT THE TEAM
We invite you to join our Customer Support Team, providing a high level of support to our B2B customers. In your role as Customer Support Engineer, you will be the contact point for our customers and their product related technical questions. Communication via Zendesk (chats, emails) with Help Desk, Service Desk from a client party.
Team is around 20 people.

BENEFITS
• 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) or night shifts;
• 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.

DEVELOPMENT PROGRAM
Rank system, technical training.

INTERVIEW STAGES
HR interview (apx. 1 hour), technical interview (apx. 1 hour).

About Orb_IT Recruitment Agency

IT recruitment in the USA, Ukraine, Belarus, CIS, Europe, and worldwide.

Company website:
https://www.orbit-recruitment.com/

DOU company page:
https://jobs.dou.ua/companies/orb_it_recruitment/