Support Engineer

Summary

• Support Engineer with 1-2 years of experience in customer service, skilled in troubleshooting and resolving technical issues on a digital platform.
• Experienced in handling inbound communications, prioritizing tasks, and escalating complex cases to higher-level support teams.
• Fluent in English and French, providing effective bilingual customer support.
• Proficient in office tools and basic technical terminology, with a strong focus on delivering timely, accurate solutions and guiding users on platform features.
• Preference will be given to candidates with voice/phone support experience.
• Locations: Ukraine, Bulgaria, CZ, Slovakia, Poland, Romania

Job Description

We are looking for a Support Engineer to join a cross-functional development team, providing frontline support to users of a digital platform. In this role, you will interact directly with customers, helping resolve a variety of issues - from account access challenges to guidance on platform usage and best practices.

Roles and Responsibilities

• Respond promptly and professionally to incoming customer inquiries via phone and email, ensuring timely resolution.
• Effectively manage daily workload while maintaining up-to-date knowledge of company products and services.
• Fully address customer questions and issues, ensuring they have the necessary support and resources.
• Educate users on key platform features and processes to enhance their experience and independence.
• Escalate complex issues to higher-level support teams when needed.
• Meet or exceed key performance metrics, including response time, resolution time, and customer satisfaction.
• Troubleshoot technical issues and provide practical solutions while maintaining a professional and positive attitude.

Key Skills and Qualifications

• 1-2 years of experience in customer support or a related field.
• Strong written and verbal communication skills in English and French.
• Excellent problem-solving and critical-thinking abilities.
• Customer-oriented mindset with empathy and confidence in communication.
• Ability to work both independently and as part of a team.
• Basic computer proficiency, including familiarity with office applications.
• Understanding of basic technical terminology is a plus.

Additional Information

• Supportive and growth-oriented work environment.
• Opportunities for professional development through internal events, courses, and certifications.
• Flexible working arrangements and comprehensive benefits package.

Technologies and Tools

• Office productivity tools and standard computer applications.
• Communication via phone and email.
• Troubleshooting using technical knowledge and structured problem-solving approaches.