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

**Responsibilities**
Respond to customers’ request (in quick and efficient manner)
Service Desk management
Understand and analyze customers’ problem, find appropriate and acceptable solutions
Help to solve most problems directly otherwise escalate the issues through our ticket system to developers and next support level;
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
Ongoing tasks completion whilst meeting set deadlines

**Requirements**
Basic technical background (Basic IT education, courses will be a plus)
Familiarity with Active Directory, Exchange Server, SQL Server, Windows Server
Experienced user in PC based computer systems
Understand and analyze requests, react quickly
Excellent English, both written and speaking skills are required
Service oriented with desire to help people
Push the matter through
Detail oriented, reliable, stress resistant
Responsible, initiative, multitasking is a must (ability to combine main functions and other ongoing processes), self-organized, eager to learn
Able to plan your own time
Shift work (morning-day, day-evening, evening-night)
Excellent command of oral and written English
Strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST
Meet deadlines precisely

**Desirable**
Experience with Active Directory , Exchange Server, SQL Server, Windows Server would be a plus
Experience with FreshDesk, Zendesk will be a plus
Experience on similar (IT support) position will be a plus

**Personal skills**
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
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