Technical Support Specialist (offline)

Responsibilities:
- Respond to customers' request (in quick and efficient manner)
- Service Desk management
- Understand and analyze customers' problem, find appropriate and acceptable solutions
- Help to solve most problems directly otherwise escalate the issues through our ticket system to developers and next support level
- Check the status of the problem until it is solved
- Help develop and implement web based support initiatives including knowledge bases, technical and modeling techniques and documentation
- Update the documentation
- Email, voice and conference communication with customers
- Ongoing tasks completion whilst meeting set deadlines

Requirements:
- Basic technical background (Basic IT education, courses will be a plus)
- Familiarity with Active Directory, Exchange Server, SQL Server, Windows Server
- Experienced user in PC based computer systems
- Understand and analyze requests, react quickly
- 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 is a must (ability to combine main functions and other ongoing processes), self-organized, eager to learn
- Able to plan your own time
- Shift work (morning-day, day-evening, evening-night)
- Excellent command of oral and written English
- Strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
- Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST
- Meet deadlines precisely

Desirable:
- Experience with Active Directory , Exchange Server, SQL Server, Windows Server would be a plus
- Experience with FreshDesk, Zendesk will be a plus
- Experience on similar (IT support) position will be a plus

Personal skills:
- Detail and service-oriented
- Multitasking
- Reliable
- Communicative
- Responsible
- Initiative
- Able to plan own time
- Self-organized

What's in it for you:
- Variety of knowledge sharing and training opportunities
- Unique working environment where you communicate and work directly with client
- 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 centrally located office with warm atmosphere which creates really good working conditions

About Yelk

Yelk is a full-cycle software development company based in Ukraine — Kyiv, Kharkiv.

Company website:
https://yelk.com.ua/

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