Position: Technical Support Engineer
Company: Ciklum
Category: Support
Experience required: no_exp
English level: upper

As a part of Ciklum, you will be providing support service on behalf of one of our clients.
The client provides a specialized solution harnessing the power of machine learning and natural language processing to fully automate medical data validation.

Our Support Center’s goal is to provide customers with top-class assistance.

We are looking for service-oriented specialists with excellent English language and excellent communication skills. You should be interested in IT in general and be ready to learn about new products and constantly improve your technical knowledge.

Responsibilities
Shift work (Monday – Friday, US EST business hours, US Holidays off days)
Gain and maintain full knowledge of the company’s product/services and flows
Follow the pre-agreed processes
Be the first contact point for Client’s Customers
Respond to customer inquiries and assist in troubleshooting and resolving challenges
Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
Escalate technically complex tickets to the next support level/development team
Document solved issues in the pre-agreed systems/tools
Provide regular status reports, statistics, performance metrics
Act as the initial point of contact for all computer and system related concerns from clients or other employees
assist management in creating training materials pertaining to computer troubleshooting and usage
Accept constructive criticism and customer feedback regarding their experience with software or IT services
Review and label medical data
Manual quality control of Client’s software outputs
Monitor users activity
Be responsible for data integrity and organization

Requirements
Strong problem solving skills
Experience in Technical Support
Troubleshooting skills
Oral and written English proficiency
Ability to research, diagnose, and identify solutions to resolve system issues
Work with a lot of visual data validation on a daily basis
Experiences MS Office (Word, Excel)

Desirable
Experience working with DataBase
Knowledge of standard support procedures for proper reporting, escalation and follow up
Experience in visual data validation
Personal skills
Proactive, hard worker and fast learner
Strong communication skills and excellent team worker
Service oriented approach
Practical thinking
Methodological
Detail and service oriented
Multitasking
Reliable
Communicative
Responsible
Initiative
Able to plan own time
Self-organized

What's in it for you
Variety of knowledge sharing and training opportunities
Unique working environment where you communicate and work directly with 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 centrally located office with warm atmosphere which creates really good working conditions