Technical Support Engineer in Ciklum

On behalf of Ciklum Support Center, Ciklum is looking for a Technical Support Engineer to join the Kyiv team on a full-time basis. **Requirements:** ● 2-4 years of experience in IT, Enterprise\Datacenter software, or SaaS solutions support; ● Knowledge of TCP/IP, DNS, and other networking concepts; ● Customer-focused and team-oriented; ● Must have a passion for troubleshooting client problems and satisfying customer needs, strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues; ● Strong ability to combine monitoring function and other ongoing processes; ● Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic; ● Excellent interpersonal soft skills; ● Excellent English, both written and speaking skills are required ● Service-oriented with a desire to help people; ● Detail-oriented, reliable, stress-resistant; ● Responsible, initiative, multitasking, self-organized, eager to learn; ● Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST; ● Experience with Jira, Confluence, Salesforce **Shift work:** **■ 17 - 02 MON - FRI** **Responsibilities:** ● Provide first-level technical support and preliminary investigation to customer issues and service requests; ● Understand and analyze requests, react quickly; ● Manage and track customers issues; ● Troubleshoot customer issues primarily by frontal sessions; ● Develop and review content for the company's knowledge base; ● Respond to customers' request (in a quick and efficient manner); ● Respond to escalated technical issues surrounding the platform, primarily by web portal, telephone, and e-mail; ● Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution; ● Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problems; ● Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers; ● Thoroughly documents all issues, develops and reviews content for a knowledge base. Help develop and implement web-based support initiatives including knowledge bases, technical and modeling techniques, and documentation; ● Understand and analyze customers' problem, find appropriate and acceptable solutions; ● Check the status of the problem until it is solved; ● Update the documentation **What's in it for you?** ● Variety of knowledge sharing and training opportunities; ● A unique working environment where you communicate and work directly with the client; ● Competitive salary; ● Career and professional growth; ● Possibility to work in a big and successful company; ● Long-term employment with 20 working-days paid vacation and other social benefits; ● Working in a comfortably located office with warm atmosphere which creates really good working conditions; ● Work with a large number of customers who use various approaches and technologies; ● Experience in operating on different cloud and on-premise applications; ● Access to webinars, Udemy courses #### Про компанію Ciklum International Ciklum is a top-five global Digital Solutions Company for Fortune 500 and fast-growing organisations alike around the world. Our 3,000+ Developers located in the Delivery Centres across the globe, provide our clients with a range of services including outsourcing software development, Enterprise App Development, Quality Assurance, Security, R&D, Big Data & Analytics. **Сайт компанії:** https://www.ciklum.com/