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

We are a leading global product engineering and digital services company that unites 4000+ seasoned professionals globally on various projects in healthcare, fintech, travel, sportswear, entertainment, and security. Ciklum delivers high-impact technology solutions to Fortune 500 and fast-growing organizations worldwide. 

**About the Client:**

Ciklum is looking for a Junior Support Engineer to join our team in Ukraine for fully remote for our British client Powtoon (launched in 2012), which is responsible for the use of the product for simplified creation of presentations, videos and educational materials. https://www.powtoon.com

**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

**What's in it for you**
- The comfortable schedule: 
first shift from 10.00 - 19.00 (Kyiv time)
second shift from 17.00 - 02.00 (Kyiv time)
- A full remote work format
- We have our centres of expertise for sharing experience, internal educational events, access to the Udemy platform, and company-paid certifications.
- Medical/sport insurance.
- No time-trackers 
- Career growth