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Ciklum is a global digital solutions company headquartered in London, UK.
1 жовтня 2020

Retail Troubleshooting Analyst for CNET Content Solutions (вакансія неактивна)

Харків

On behalf of CNET Content Solutions team, Ciklum is looking for a Retail Troubleshooting Analyst to join the Kharkiv team on a full-time basis.

CNET Content Solutions is the world’s leading independent source of product information. With detailed content on more than 5 million technology products in 15 languages, CNET Content Solutions helps thousands of resellers and retailers convert shoppers into buyers every day. From standardized content delivery to hosted services and custom solutions, we empower businesses of all sizes to maximize the value of product information to improve their customer experience and bottom line. We work with more than 2,100 e-commerce partners, including CDW, Computacenter, Dabs.com, Dell, Hewlett-Packard, Insight, Microsoft, OfficeMax, PC World Business, and Tech Data.

Responsibilities:

  • Help responding to customer support issues coming from our customers contact forms and support group email
  • Solve customer’s issues and reply to customers in the shortest possible time frame
  • Prioritize requests according to the customer grade & time zone (North America/Europe)
  • Define the importance and complexity of the customer demand and escalate to Moscow, Swiss or American teams when needed
  • Work closely with the RU CH US support teams and other departments such as Product Management, System Operation or Engineering to find solutions to customers’ requests
  • Proactively reach out by e-mail to Level C customers in case of low service usage and to maintain the relationship with the customers
  • Monitor service usage for Level C customers and report issues to the manager
  • Analyze and process prospect’s catalogs using Excel formulas and internal tools
  • Identify the required criteria for simple adhoc reports and prepare such reports in MS Excel
  • Support with other reporting needs using Excel pivots etc

Requirements:

  • English level: upper-intermediate
  • Good communication skills, easy to speak with
  • Proactive, motivated to learn, attention to detail
  • Confident user of Microsoft Excel (VLOOKUP, Pivot tables)
  • Employment type:
    Working hours:
    • full-time
    • five-day working week
    • Shift: evening shift (3pm to 11 pm) or business hours shift (9am to 6pm)

Desirable:

  • Good knowledge of consumer electronics/PC technical specifications
  • Basic experience with SQL and/or good command of French
  • Understands Structured content and Hosted content
  • Already experienced with CCS
  • Similar relevant experience

What’s in it for you?

  • Variety of opportunities for knowledge sharing, training and self-development
  • Opportunities for professional growth
  • Great chance to start your career in IT

About Ciklum:

Ciklum is a Software Engineering and Solutions Company. Our 3,000+ IT professionals are located in the offices and delivery centres in Ukraine, Belarus, Poland and Spain.

As Ciklum employee, you’ll have the unique possibility to communicate directly with the client when working in Extended Teams. Besides, Ciklum is the place to make your tech ideas tangible. The Vital Signs Monitor for the Children’s Cardiac Center as well as Smart Defibrillator, the winner of the US IoT World Hackathon, are among the cool things Ciklumers have developed.

Ciklum is a technology partner for Google, Intel, Micron, and hundreds of world-known companies. We are looking forward to seeing you as a part of our team!

Join Ciklum and “Cross the Borders” together with us!
If you are interested — please send your CV to [email protected]