1st Line Customer Support Engineer
At FluentPro Software, we spend all our time creating great software products and supporting companies that use Microsoft Project Server and Microsoft Project Online.
We are now looking to increase our support team with a 1st line Customer Support Engineer role.
The 1st line Customer Support Engineer is a direct point of contact for customers who assists in troubleshooting and resolving issues with the product, or detects the need to escalate/transfer the issue to the next level of technical support.
Responsibilities:
β’ Receive and manage customers' requests, questions through Support Team communications channels
β’ Research and identify solutions to software and hardware issues reported by customers with the help of 2nd line of Support and Product Teams
β’ Diagnose and troubleshoot technical issues, including account setup
β’ Ask customers targeted questions to quickly understand the root of the problem and gather additional details for higher levels of support
β’ Monitor issues through to resolution, within agreed time limits (Support SLA)
β’ Talk clients through a series of actions, either via web meeting session, email or chat, until they've solved an issue
β’ Properly escalate issues unresolved by 1st line to appropriate internal teams - 2nd line and/or Product Teams, etc.
β’ Refer to internal database, public database or external resources to provide accurate solutions
β’ Ensure all issues are properly logged within the ticketing system
β’ Prioritize and manage several open issues at one time
β’ Follow up with clients to ensure their systems are fully functional after troubleshooting
β’ Maintain jovial, friendly relationships with customers
Requirements:
β’ English: Upper-Intermediate or higher
β’ Ukrainian - Upper-Intermediate or higher
β’ Excellent PC skills and a good technical background in general
β’ Excellent communication skills
β’ Team player
β’ Ability to multitask
β’ Ability to work in shifts
β’ Flexible and abstract thinking
β’ Stress-resistant
β’ Being ready to make decisions and explain them
We offer:
β’ An opportunity for self-realization and professional growth
β’ Convenient location (a few minutes from a subway station in Kharkiv)
β’ Paid sick-leave, 20 working days of vacation, days off in accordance with national calendar of holidays
β’ Friendly team of professionals
β’ Corporate health insurance
β’ Compensation for training and English courses
We hugely rely on common sense in all we do at FluentPro.
Our software development is flexible and everyone on the Team gets time to both perform set tasks and communicate with colleagues, do research and extra training, etc.
We are now looking to increase our support team with a 1st line Customer Support Engineer role.
The 1st line Customer Support Engineer is a direct point of contact for customers who assists in troubleshooting and resolving issues with the product, or detects the need to escalate/transfer the issue to the next level of technical support.
Responsibilities:
β’ Receive and manage customers' requests, questions through Support Team communications channels
β’ Research and identify solutions to software and hardware issues reported by customers with the help of 2nd line of Support and Product Teams
β’ Diagnose and troubleshoot technical issues, including account setup
β’ Ask customers targeted questions to quickly understand the root of the problem and gather additional details for higher levels of support
β’ Monitor issues through to resolution, within agreed time limits (Support SLA)
β’ Talk clients through a series of actions, either via web meeting session, email or chat, until they've solved an issue
β’ Properly escalate issues unresolved by 1st line to appropriate internal teams - 2nd line and/or Product Teams, etc.
β’ Refer to internal database, public database or external resources to provide accurate solutions
β’ Ensure all issues are properly logged within the ticketing system
β’ Prioritize and manage several open issues at one time
β’ Follow up with clients to ensure their systems are fully functional after troubleshooting
β’ Maintain jovial, friendly relationships with customers
Requirements:
β’ English: Upper-Intermediate or higher
β’ Ukrainian - Upper-Intermediate or higher
β’ Excellent PC skills and a good technical background in general
β’ Excellent communication skills
β’ Team player
β’ Ability to multitask
β’ Ability to work in shifts
β’ Flexible and abstract thinking
β’ Stress-resistant
β’ Being ready to make decisions and explain them
We offer:
β’ An opportunity for self-realization and professional growth
β’ Convenient location (a few minutes from a subway station in Kharkiv)
β’ Paid sick-leave, 20 working days of vacation, days off in accordance with national calendar of holidays
β’ Friendly team of professionals
β’ Corporate health insurance
β’ Compensation for training and English courses
We hugely rely on common sense in all we do at FluentPro.
Our software development is flexible and everyone on the Team gets time to both perform set tasks and communicate with colleagues, do research and extra training, etc.
About FluentPro
FluentPro Software is a leader in migration, governance, administration, business intelligence, and integration software for companies that use Microsoft Project Portfolio Management solutions. We empower PMOs, Portfolio Managers, Project Managers, and PPM Administrators to maximize the productivity of the platform. Over 500 customers are trusting our software, the majority of them are multinational enterprises, with many from Fortune 500.Company website:
https://fluentpro.com/
DOU company page:
https://jobs.dou.ua/companies/fluentpro/
Job posted on
11 April 2024
154 views 28 applications
154 views 28 applications
$550-1000
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