Trainee Customer Support Specialist (вакансія неактивна)

Lemberg Solutions is, above all, a group of passionate professionals led by a core team that have been meticulously selected over the last 15 years. We are based in Lviv, Rivne, and Lutsk, and opened GmbH 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 200 team members is highly valued for their hard work, and we’re always excited to welcome new specialists ready to embrace challenges with us.

Pay attention: only those candidates who meet the listed requirements will receive an answer!

Necessary skills and qualifications:

• Upper-Intermediate level of English
• Excellent communication and problem-solving skills
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to provide step-by-step technical help, both written and verbal
• Multitasking skills
• Ability to work well under pressure

Responsibilities:

• Research and identify solutions to software and hardware issues using provided tools
• Ask customers pointed questions to quickly understand the root of the problem
• Talk clients through a series of actions via phone until they solve a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g., Tier 2, manager, etc.)
• Provide prompt and accurate feedback to customers and log cases in Salesforce
• Refer to the internal knowledge base, logs, and external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Respond to customer queries in a timely manner
• Analyze and report product malfunctions (for example, by testing different scenarios or imitating users’ behavior)
• 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 it using company tools
• Follow a fixed work schedule: Monday, Tuesday, Wednesday, Thursday, Friday (Saturday and Sunday are days off), 9 hours per day (1 hour break included) 12:00 — 21:00

What we offer:

Time Off

• 18 days paid annual leave
• 10 days paid sick leave
• 5 days unpaid leave
• 5 days additional paid time off following your wedding or your child’s birth

Workplace Benefits

• Free English classes in groups
• Fully equipped workstation
• Comfortable office
• Access to a video library of soft skill workshops

Financial Benefits

• Relocation support program
• Financial support from LS in case of emergency (reviewed individually)
• Overtime pay
• In-house accounting service

Fun

• Lviv IT Cluster gifts & discounts
• Team building & industry events

About the project:
A product consists of a web portal, tablet application, and telematics hardware. Back offices use the portal for analytics, drivers, and asset management. The tablet software helps truck drivers with their day-to-day tasks.