Position: Junior Support Engineer for Ciklum  (late shifts 16:00 - 1:00)
Company: Ciklum
Experience required: 1y
English level: upper

About the project:
Zerto Ltd, is a company based in Boston, MA and Herzliya, Israel. Few of it’s main areas of business are Disaster Recovery, backups and workload mobility.
Zerto was founded by Ziv Kedem in 2010.
Zerto’s vision is a world of uninterrupted technology is a world where organizations across all industries can thrive without downtime or disruptions for their customers. From 24/7 continuous patient care in hospitals, to interruption-free airline travel, to keeping ecommerce systems running without a hitch, the path to this always-available world starts with IT resilience. Zerto helps our 7000+ customers realize this vision through our IT Resilience Platform™, an all-in-one converged disaster recovery and backup platform that enables digital transformation, reduces downtime and data loss, and helps businesses move workloads seamlessly across clouds or datacenters. With Zerto, a world of truly uninterrupted technology is within reach.

Service description:
Ciklum Support Center, is being considered as part of the Zerto support team and we work in cooperation with other departments and employees. We are support engineers. We are responsible for resolving a wide range of issues that customers may encounter during the Zerto exploitation and for the handling of support cases in Salesforce. The primary responsibility is to carry out the SDA (Service Desk Agent) function to ensure end-customer’s satisfaction and environment stability.

1) Tier 1 (Junior) for US client
Working hours:
MONDAY - FRIDAY
16:00 pm - 01:00 am

English level: at least Upper-Intermediate

Task list:
● Provide first level technical support and preliminary investigation to customer issues and service requests
● Manage and track customers issues
● Troubleshoot customers issues primarily by frontal sessions
● Be familiar with Zerto's technology, workflow, and best practices
● Work directly with other Support groups within Zerto
● Develop and review content for the company's knowledge base


English level: at least Upper-Intermediate

Task list:
● Respond to escalated technical issues surrounding the Zerto 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
● Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
● 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 knowledge base
● Log analysis
● Resolution of Database issues
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/

Сторінка компанії на DOU:
https://jobs.dou.ua/companies/ciklum/