Position: CRM Support Engineer
Company: Viseven
Category: Support
Experience required: 1y
English level: upper

**Role description:**
We are looking for Technical Support Engineer which will be in charge of supporting our CRM for external clients.

**Responsibilities:**
* Registration, description, classification, processing of all incoming issues (requests received from Email, Service Desk, Viber or WhatsApp Chat) according to SLA with the corresponding customer;
* Escalating requests to L2 (Tech Support) with appropriate description and details
* Notification to Customer about the request resolution progress ;
* Timely notification of Customer about delays in resolving a request if while runtime identifies issues that are solved by external software vendors or need to be refined by the development team;
* Periodic and unplanned testing of client instances, roles and content setup according to the list of purchased functionality;
* Some errors while synchronization solving
* Instance setup while updating to the new version, check functionality, error fixing

**Requirements:**
* 1+ year Experience of working in a technical support environment
* Self-learner and self-starter, able to become a product expert and customer advocate 
* Excellent verbal and written skills in English (Intermediate is the minimum)
* Middle SQL knowledge
* Strong organizational skills, high degree of accuracy, and detail oriented 
* Experience with Intercom, Jira Service Desk or other ticketing software 
* Excellent verbal and written skills in English (Upper Intermediate is the minimum)
* Experience working with CLM and CRM for more than 1 year 
* Database management

**What we provide:**
We understand that our team members are essential to making our goals a reality, so we value and empower them to share their vision. And we reward this kind of passion with a highly competitive compensation and exceptional benefits, such as:
* Competitive compensation and regular performance based salary and career development reviews
* Passionate experienced team, friendly atmosphere
* Professional and career growth
* Paid time off - 18 business days per year (20 business days after 2 years of cooperation)
* Non-documented sick leave - 4 business days per year
* Documented sick leave - 20 business days per year
* Family leave - 3 paid business days in case of marriage, childbirth or bereavement
* Comprehensive medical insurance
* English learning courses
* Enjoyable working environment: comfortable and fully equipped office and possibility to work from home
We understand that our team members are essential to making our goals a reality, so we value and empower them to share their vision. And we reward this kind of passion with a highly competitive compensation and exceptional benefits, such as:
* Competitive compensation and regular performance based salary and career development reviews
* Passionate experienced team, friendly atmosphere
* Professional and career growth
* Paid time off - 18 business days per year (20 business days after 2 years of cooperation)
* Non-documented sick leave - 4 business days per year
* Documented sick leave - 20 business days per year
* Family leave - 3 paid business days in case of marriage, childbirth or bereavement
* Comprehensive medical insurance
* English learning courses
* Enjoyable working environment: comfortable and fully equipped office and possibility to work from home