We are Lemberg — a technology consulting, software and hardware engineering company based in Ukraine. The main value we share as a team is doing work that has meaning and impact, on a global as well as a personal level.
20 октября 2021

Technical Customer Support Specialist (вакансия неактивна)

Львов

Lemberg Solutions is, above all, a group of passionate professionals led by a core team that has been meticulously selected over the last 15 years. We are based in Lviv, Rivne, and Lutsk, and have a business representative in Hamburg, Germany.

At LS, people come first. We know that our success is based on our people’s achievements. Each and every one of our 160 team members are highly valued for their hard work, and we’re excited to welcome new specialists on board.

We are currently looking for: Technical Customer Support Specialist

Necessary skills and qualifications:

  • Advanced English
  • Proven work experience as a Support Representative
  • Excellent communication and problem-solving skills
  • Good understanding of computer systems, mobile devices, and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software (eg. Salesforce)
  • Ability to provide step-by-step technical help, both written and verbal
  • Multi-tasking abilities
  • Ability to work well under pressure
  • Fixed work schedule: 9 hours/day (1-hour break included) 11:00 — 20:00; Wednesday and Thursday are days off.

Key responsibilities:

  • Research and identify solutions to software and hardware issues using tools provided
  • Ask customers’ pointed questions to quickly understand the root of the problem
  • Talk clients through a series of actions via phone until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager, or other)
  • Provide prompt and accurate feedback to customers and log cases in Salesforce
  • Refer to internal knowledgebase, logs, or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Document technical knowledge in the form of knowledgebase articles within Salesforce
  • Respond to customer queries in a timely and accurate way via phone
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal knowledge base with information about technical issues and useful discussions with customers
  • Share feature requests and effective workarounds with team members
  • Gather customer feedback and document using company tools

What we offer:

  • Receive regular performance reviews and continuous feedback
  • Rely on well-established operating processes
  • Polish your soft skills
  • Free group English classes
  • Team building & industry events
  • Comfortable office
  • Financial support in case of emergency (reviewed individually)
  • In-house accounting service
  • Relocation support program
  • Fully equipped workstation
  • paid sick and holidays leave