Support Engineer 2d Level Agent (offline)

Requirements:

Good English language skills to enable customer communication (written and verbal) are a must-have;
Ability to handle any customer interaction professionally and with a service-oriented attitude;
Strong technical and analytical skills;
Experience in L2/L3 support process or equivalent;
Reliable and precise work style, even under time-pressure;
Knowledge of ServiceNow is a plus.

Responsibilities:

Working in Customer’s IT help desk system with requests/incidents from users;
Action/Solve/Update/Close/Re-assign tickets;
Finding solutions from previous cases using the Knowledge Base;
Involve 3rd level if required;
Responding to client queries;
Maintaining and enhancing knowledge articles (2nd level but also for 1st level to avoid 2nd level tickets);
Providing input for continuous improvement measures;
Service hours are Monday to Friday from 8:00 am to 17:00 pm CET (another shift is from 9:00 am to 18:00 pm CET);
On-call duty may be required for major incidents.

Would be a plus:

Experience in SaaS Product support;
ServiceNow Administrator certification(or at least experience in ServiceNow).

We offer you:

Fun and exciting corporate culture of transparency, productive challenging & innovation;
Flexible work environment;
Educational events;
Paid sick days/vacations: ROWE approach ;
Theme parties;
Health Insurance;
English courses.

Our business:

Being a unique telecom and cloud management solution built natively on ServiceNow platform, MobiChord is the fastest growing telecom and cloud management company with multiple verticals customers all over the world.
We are changing the world of old-school telecom completely and hold a leading position in the niche.
MobiChord software helps large companies (B2B, enterprise-scale) manage everything related to telecommunications and cloud services, as well as reduce labor costs by 69%, make processes 86% quicker, reduce operational costs up to 32%. At the scale of our customers such as Siemens, Adidas this translates to millions of dollars of savings + much happier people.
We automate all major business processes, be it ordering a new phone or requesting virtual machine from Amazon, etc., thus through integration with major telecom and cloud providers via APIs.
We analyze all the data, automatically suggest where they waste money and allow to fix it through our automation.
And on top of it all is our great passion for providing amazing consumer-like User Experience that is reflected in our Portals and UIs.

Our technologies:

Our core product is built on top of ServiceNow, the most important enterprise IT management platform!
It is a strategic choice for the largest companies in the world (>45% of 2k largest enterprises use ServiceNow). By being built on top of ServiceNow we have a unique advantage of having the data and automation where these companies need to have it. There is no other company on the market that can claim it! And you guessed right, the same companies are our current or future customers!
ServiceNow also gives us its technology and all the cool features that you would expect of normal enterprise software (database designer and ORM, UI frameworks on AngularJs, workflows, full-stack JavaScript, machine learning, integration APIs and much more). On top of it, we are natively integrated into all existing ServiceNow applications. So we can focus on creating great products and not on reinventing the wheel!
Of course, on top of that, we have our own cloud services for all cool API integrations, mass data processing, analytics, machine learning, etc.

Our business philosophy:

We believe that when great people get together — magic happens. This is why we have cross-functional agile teams. We do not believe in micromanagement, politics, and bureaucracy, actually, we hate all of that.
We believe that a great person loves to learn, create and improve — we will continue to create such environment together.
Automate, automate, automate — this is our personal mantra. Where our competitors throw people at the task — we put technology first.
We care the most about our customers, saving their time and providing best User Experience.
We move fast, faster than any competition.
And it is all about the people who share this mindset with us.

About СPrime Studios

MobiChord is the Telecom Service Management company and we are changing the way telecom is managed. We do so by placing a service-oriented lens on the activities, tasks and processes involved in managing telecom.

Company website:
http://mobichord.com