Junior Support Application Engineer (offline)

Responsibilities
Provide first-level technical support and preliminary investigation to customer issues and service requests
Understand and analyze customers' problems, find appropriate and acceptable solutions
Manage and track customers issues
Develop and review content for the company's knowledge base
Respond to customers' requests (in a quick, proactive, and efficient manner)
Respond to escalated technical issues surrounding the platform, primarily by web portal, chat, and e-mail
Cooperate directly with customers at different stages of the 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 Team Lead to resolve problems
Manage own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
Thoroughly document all issues, develop and review content for a knowledge base. Help grow and implement web-based support initiatives, including knowledge bases, technical and modeling techniques, and documentation
Lead the problem until it is solved

Requirements
2-4 years of experience in IT, Enterprise Datacenter software, or SaaS solutions support
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 workability
Willingness to work flexible hours to help cover different time zones
Excellent English, both written and speaking skills are required
Service-oriented with a 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
Shift work
Understanding standard support procedures for proper reporting, escalation, and follow-up is a MUST
Experience with Jira, Confluence

What's in it for you
Variety of knowledge sharing and training opportunities
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 centrally located office with a warm atmosphere creates perfect working conditions

About Ciklum International

Ciklum (www.ciklum.com) is a leading global product engineering and digital services company, serving Fortune 500 and fast-growing organisations.

Headquartered in the UK, Ciklum has 4,000+ software developers, designers, product managers and data scientists around the world building tailored digital solutions that leverage emerging technologies. Ciklum specialises in enabling digital transformation for some of the largest household names in the digital economy.

The Company empowers its clients and people to exceed their potential and pursue the extraordinary.

Join one of the top 10 employers in Ukraine, according to Forbes.
Boost your skills and make a difference with cutting-edge projects, skilled colleagues and the latest tech stacks.

Company website:
https://www.ciklum.com/

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