L1 Support Agent (Evening Shift)

The goal of the L1 Support Engineer at IDR is to provide outstanding technical product support to customers and resellers globally. 

By utilizing IDR’s CRM (Customer Relationship Management) software

effectively and leveraging extensive troubleshooting skills, the Support Engineer ensures smooth installation, configuration, and upkeep of IDR software and associated components in customer print environments. 

By embracing our commitment to ongoing enhancement and innovation, the L1 Support Engineer contributes significantly by elevating customer satisfaction and advancing the company's mission of transforming print technology.

Primary Tasks

• Conduct initial diagnosis and triage of customer-reported issues, accurately documenting symptoms and preliminary findings in the ticketing system.
• Collaborate effectively with cross-functional teams, including L2/L3 support and escalate and resolve complex technical issues within defined SLAs.
• Provide timely and proactive updates to customers regarding the status of their reported issues, ensuring transparency and customer satisfaction throughout the resolution process.
• Maintain accurate records, logs, and reports of customer assistance using IDR CRM software.
• Provide remote support for the installation and/or upgrade of IDR software and related components on customers’ systems.
• Troubleshoot issues related to IDR software, third-party applications, and operating systems that IDR software depends on for functionality in customers’ print environments.
• Adhere to IDR Systems International's motto of "Discover Best" by continuously seeking innovation and improvement in customer support processes.
• Prioritize and manage multiple customer issues effectively, ensuring service level commitments are met for installed products worldwide.
• Maintain excellent communication and phone etiquette while interacting with customers, ensuring a positive customer experience.

Required Skills

• Basic Computer Experience:
  • Operating Systems
  • Understanding basic networking concepts
  • Web browsers, applications, servers.
• Ticketing systems:
  • CRM Management (Ideally experience with Salesforce)
  • Work on customer tickets: How to log, prioritize and manage customer tickets.
• Troubleshooting skills
  • Basic troubleshooting for hardware (printers mainly)
  • Software issues diagnosis (app issues, configuration problems)
  • Ability to follow troubheshooting scripts or procedures.
• Communication:
  • Familiarity with common communication platforms (email, live chat, phone, Teams)
  • Remote Desktop Tools for assisting users
• Customer Service Skills
  • Ability to explain technical information in a clear way, for non-technical users.
• Documentation skills
  • Accurate documentation of support tickets (internal and external)
  • Knowledge Base article nominations and updates when needed.
• Print Technology
• Network Knowledge
• Software Development Basics
• Security Awareness
• Troubleshooting
• Ticket Systems and Management
• Remote Support Tools
• Customer Service
• Basic Scripting and Automation
• Knowledge Management
• ITIL Foundation
• Hardware and Software
• Configuration

Working schedule from 16:00-01:00 Kyiv time

We offer:

• Flexible working hours
• Comfortable working place
• Medical insurance after the trial period ending
• Team-building activities
• 24 paid vacation days per year
• 5 paid sick leave days per year