— Ability to methodically troubleshoot programming issues;
— Good customer service communication skills (ability to communicate with empathy);
— Excellent team player with a can-do attitude;
— Advanced English language skills;
— Willingness to expand your horizon by learning new skills and technology;
— IT skills in operating systems (Windows & Linux), databases (MSSQL, Oracle), networking (OSI model, TCP\IP), programming basics;
— Ability to understand the customer environment, security settings, and how third party tools integrate into the solution;
— Demonstrate the ability to quickly identify and find a solution to a technical problem reported by a customer.
— Basic knowledge of programming languages of (C++, Java or C#) is an advantage;
— Previous experience in a software related field is an advantage;
— Higher technical education is an advantage.
— To become a part of a highly motivated team with an employee NPS score of 9.3 (based on periodic anonymous internal engagement survey results)
— Opportunities for professional career growth;
— Work for a cutting edge international IT product company;
— Work with customers around the globe, including many of the world’s Blue Chip companies;
— Competitive salary;
— Unlimited and free access to the LinkedIn Learning platform;
— Free access to the O`Reilly Technical Learning platform;
— Six-level rank system for support employees with the ability to climb the career ladder twice a year;
— Additional compensation of 10% for foreign languages (German, French, Spanish and Japanese) or night shifts;
— Attractive social package (medical insurance, partial compensation of sport and English classes);
— 100% remote work and the option to visit the office whenever you like.
— Supporting incoming issues from customers via phone, Zendesk ticket system, email and remote sessions;
— Supporting customers’ technical teams around the world, mostly all the issues are in English;
— Advising customers on the usage of ABBYY software products for developers;
— Resolving product issues by clarifying the customer reported issue; determining the cause of the problem; selecting and explaining the best steps to solving the problem;
— Preparing customer’s requests for the neхt level of support;
— Creating articles for our Knowledge Base;
— Owning the client’s ticket from creation to complete solution of the problem;
— Follow our internal procedures, guidelines and policies.
ABBYY is a leading global developer of innovative artificial intelligence technologies, software and solutions in the field of information processing and linguistics. Today, the ABBYY group includes 16 offices in 13 countries, employing more than 1300 employees. We thrive on providing a world-class service to our customers, and we support our global customer base with their Cloud and on-premise solutions around the clock.
We are looking for an experienced, highly skilled and engaged technical engineer to join our team. Your main tasks will be to resolve customer tickets by understanding each request, troubleshooting it and ultimately finding a workaround or solution. Once you have resolved an issue, you will create a knowledge base document to help customers and your colleagues to resolve it proactively. You will closely collaborate with the technical teams within ABBYY: your colleagues in Support, Development, DevOps and QA. In addition to the challenge of serving our customers, we challenge you to develop yourself by using your access to thousands of courses on world-leading e-Learning platforms such as LinkedIn Learning. Twice a year, you will have the opportunity to join an assessment for the next highest Customer Support rank. You can work in the office or from home.
To join our team we expect that you are highly motivated, flexible, thrive on resolving issues and working with business customers. You need to have at least 5 years of technical experience, ideally troubleshooting Windows server, Linux and databases or any other complex system. You should be comfortable using and understanding SQL queries, looking for clues in various logs or traces, and be able to read some code. We mainly support our customers in English, so your English level needs to be at least B2.