Position: Junior Support Engineer
Company: Ciklum
Category: Support
Experience required: 1y
English level: upper

About the role:

As a Junior Support Engineer, become a part of a cross-functional development team working for our Client. 

About the Client:

Our Support Center’s goal is to provide customers with top-class assistance. We are looking for service-oriented specialists with good command of the English language and communication.

As a part of Ciklum, you will be providing a service on behalf of one of our customers.

Our client is a cloud-based animation software for creating animated presentations and animated explainer videos.

Responsibilities
Respond to customers' request (in quick and efficient manner)
Service Desk management
Understand and analyze customers' problems, replicate the issue, find appropriate and acceptable solutions where applicable, and submit bugs in Jira.
Check the status of the problem until it is solved
Help develop and implement web based support initiatives including knowledge bases, technical and modeling techniques and documentation
Update the documentation
Email, voice and conference communication with customers

Requirements
Experience in Customer Support is a must;
Excellent English, both written and speaking skills are a must;
Basic technical background (Basic IT education, courses will be a plus)
Basic knowledge of Windows;
Understand and analyze requests, react quickly;
Excellent communication skills, be able to start a conversation with strangers/foreigners easily
Service oriented with desire to help people and with personalized creative approach
Push the matter through
Detail oriented, reliable, stress resistant
Responsible, initiative, multitasking, self-organized, eager to learn
Able to plan your own time
Shift work (Morning, half – night shifts, Monday – Friday)
Experience with Jira, Confluence, Zendesk/Freshdesk or other systems
Location: Ciklum Office, Lviv or Dinpro

What's in it for you
Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance, Mental Health programs, as well as financial and legal consultations
Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy licence, language courses and company-paid certifications
Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
Flexibility: choose how you want to work – a 100% remote or on-sight in our offices. Own your schedule – you are the one to decide when to start your working day. Just don’t miss your regular team stand-up
Opportunities: we value our specialists and always find the best options for them. Our Internal Mobility Program helps change a project if needed to help you grow, excel professionally and fulfil your potential
Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events