Інженер технічної підтримки

As a Technical Support Engineer, become a part of a cross-functional development team working for Our Client.

Responsibilities:

Provide first level technical support and preliminary investigation to customer issues and service requests
Understand and analyze requests, react quickly
Manage and track customers issues
Troubleshoot customer issues primarily by frontal sessions
Develop and review content for the company’s knowledge base
Respond to customers’ request (in quick and efficient manner)
Respond to escalated technical issues surrounding the platform, primarily by web portal, telephone and e-mail
Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problems
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
Thoroughly documents all issues, develops and reviews content for knowledge base. Help develop and implement a web based support initiatives including knowledge bases, technical and modeling techniques and documentation
Understand and analyze customers’ problem, find appropriate and acceptable solutions
Check the status of the problem until it is solved
Update the documentation

Requirements:

2-4 years of experience in IT, EnterpriseDatacenter software or SaaS solutions support
Knowledge of TCP/IP, DNS and other networking concepts
Customer focused and team oriented
Must have a passion for troubleshooting client problems and satisfying customer needs, strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
Strong ability to combine monitoring function and other ongoing processes
Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic
Excellent interpersonal soft skills
Excellent team work ability
Willingness to work flexible hours to help cover different time zones
Excellent English, both written and speaking skills are required
Service oriented with desire to help people
Push the matter through
Detail oriented, reliable, stress resistant
Responsible, initiative, multitasking, self-organized, eager to learn
Able to plan your own time
Shift work
Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST
Experience with Jira, Confluence, Salesforce
Location: Ciklum Office, Kyiv

Desirable:

What`s in it for you?

Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance, Mental Health programs, as well as financial and legal consultations
Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy licence, language courses and company-paid certifications
Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
Flexibility: choose how you want to work – a 100% remote or on-site in our offices. Own your schedule – you are the one to decide when to start your working day. Just don’t miss your regular team stand-up
Opportunities: we value our specialists and always find the best options for them. Our Internal Mobility Program helps change a project if needed to help you grow, excel professionally and fulfil your potential
Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events