Position: Technical Support Specialist (English)
Company: WorkTime
Category: Support
Experience required: 1y
English level: upper

Requirements:

Excellent written English. Customer oriented and responsible attitude. Understanding Western clients. Analytical & research skills. 2+ years experience as a software product support. Full time, 5 days per week, 8 hours per day. Working hours: 11:00—20:00.

Duties:

Communicating with customers via email/online chat

Writing emails in alignment with the ethical and structural requirements.

Providing technical support to software users

Assisting customers in troubleshooting problems, diagnose issues with software installation and application, identifying sources of the problem and offer solutions. Creating tickets, prioritizing resolution of issues. Working in close contact with the development team. Customers are to be assisted via email and/or remote sessions.

Assisting with software design and development

While working with the customers, keep the managers and the development team informed about demanded features. Offering new features or updates/changes based on the communication with the customers. Assisting with testing (QA).

Creating technical documents and manuals, test cases

Documenting software features, creating and updating software manuals, FAQs, creating software training materials. Creating recommendations for the future software development based on the technical issues and customers complains/feedback. Creating test cases to ensure stability of new builds.

Personal qualities:

Willing to learn and grow, team working, active position, «always better» mindset

Always be in a position of willing to learn and improve your professional skills. Being cooperative when working with other team members. Offering ideas to improve the product and the working process. Ability to communicate and discuss in a professional manner.

Self-organization skills

Ability to work without constant supervision. Delivering results in a timely manner.

Analytical, troubleshooting and problem-solving skills are a must

Product support specialist has to be in charge of both product aspects: business and technical, working closely with the customer and sales, development teams, investigating problems, offering problem resolutions and recommendations on making the software better.

Attention to details

What we offer:

Competitive salary.

Professional environment.

Paid vacation, sick days.

Comfortable office, 2 minutes walk from subway Osokorki

Full time.