Customer Support Engineer (with programming) (вакансія неактивна)

ABBYY is a global developer of artificial intelligence technologies and solutions in the field of information processing and linguistics. Today, ABBYY group includes 16 offices in 14 countries, employing more than 1400 employees.

We invite you to join our Technical support team that will be providing support and customer satisfaction. As Customer Support Engineer, you will be the first contact point for our technical customers. You will provide front-line support to them, assisting in troubleshooting and advising on Product applications and compatibility. This role requires great technical communication skills, time management, and judgment to prioritize tasks appropriately. You will need to keep up and learn the current technology!

Key Responsibilities:

• Supporting incoming issues from customers through phone, Zendesk ticket system and email;
• Supporting customers’ technical teams around the world, mostly all the issues are in English;
• Providing consultative advice to customers related to usage of ABBYY software products for developers;
• Resolve product issues by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best steps to solve the problem;
• Preparing customer’s requests for escalation to the next level of support;
• Preparing articles to Knowledge Base;
  Resolving difficult tickets without division into any levels but with the colleague’s expert opinion
• Follow communication procedures, guidelines and policies.

Mandatory Skill Set/Requirements:

• At least 2 years of experience working in Technical Support, Professional Services, QA, DevOps or Development;
• Advanced knowledge of operating systems (Windows & Linux), databases and networking;
• A good understanding of programming languages (C++, Java or C#);
• Great analytical skills to troubleshoot software problems;
• Good interpersonal and communication skills;
• Advanced English skills (B2 certificate as a minimum);
• Other European languages would be an advantage.

We offer:

• To become a part of the best team with the Engagement Rate 9.3 (internal rating)
• Work in international IT product company;
• Interesting and challenging tasks;
• Opportunities for professional growth and career
• Work with the customer, but not only: PepsiCo, DHL, Renault Argentina, Rhenus/
• Work with the customers, including many of the Fortune 500
• Competitive salary;
• Extra bonuses for foreign languages;
• Extra payment for night shifts;
• Attractive social package (medical insurance, partial compensation of sport and English classes);
• 100% remote.