L1 Support Engineer Offline

Viseven Group is an international IT company specialising in interactive content and cloud-based solutions for global pharmaceutical companies since 2009; constant growth and self-development is in our corporate DNA. Our unique developments and approaches are actively used in more than 50 countries all over the world. Viseven's solutions are represented at major industry events in Barcelona, Philadelphia, London, etc.

The rapidly expanding team includes more than 700+ highly-skilled tech- and non-technical experts: front- and back-end developers, BA specialists and managers who create, localize and customize applications at 8 offices: in Kyiv, Zhytomyr, Vinnytsia, Ternopil (Ukraine), Tallinn (Estonia), New Delhi (India) and Bridgewater (NJ, USA).

Day-to day activities

Working shifts: 7am - 4pm; 9am-6pm; 3pm-12am.

Registration, description, classification, processing of all incoming issues (requests received from Email, Service Desk, Phone, Chat) according to SLA with the corresponding customer;

Escalating requests to Tier 2 (Tech Support) with appropriate description and details

Processing of all requests from Tier 2 according to SLA with the corresponding customer;

Notification to Customer about the request resolution progress

Timely notification of Customer 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

Periodic and unplanned testing of client instances, roles and content setup according to the list of purchased functionality

Testing of new functionalities after releases

Ensure all internal stakeholders/customers are kept up to date regularly with any/all requests.

Requirements

1+ year Experience of working in a technical/customer support environment

Self-learner and self-starter, able to become a product expert and customer advocate

Strong organizational skills, high degree of accuracy, and detail oriented

Experience with Intercom, Jira Service Desk or other ticketing software

Excellent verbal and written skills in English (Upper Intermediate is the minimum)

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:

· Competitive compensation and regular performance based salary and career development reviews

· Passionate experienced team, friendly atmosphere

· Professional and career growth

· Paid time off - 18 business days per year (20 business days after 2 years of cooperation)

· Non-documented sick leave - 4 business days per year

· Documented sick leave - 20 business days per year

· Family leave - 3 paid business days in case of marriage, childbirth or bereavement

· Comprehensive medical insurance

· English learning courses

· Opportunities to participate in professional forums and conferences

· Regular corporate events and team-buildings

· Enjoyable working environment: comfortable and fully equipped office and possibility to work from home