Technical Support Engineer for Ciklum Support Center in Ciklum

Ciklum is looking for a service-oriented specialist with excellent English language and excellent communication skills. You should be interested in IT in general and be ready to constantly improve your technical knowledge. 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 modelling 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 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; \- Willingness to work flexible hours to help cover different time zones \- Excellent English, both written and speaking skills are required \- 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 16 – 01 MON – FRI 10 – 19 MON – FRI 13 – 22 MON – FRI; What's in it for you: \- Variety of knowledge sharing and training opportunities \- A unique working environment where you communicate and work directly with a 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 \- 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/