Position: Customer Support Engineer
Company: ABBYY
Category: Support
Experience required: 3y
English level: upper

We invite you to join our Technical support team that will be providing support and customer satisfaction. As Customer Support Engineer, you will be the first contact point for our technical customers. You will provide front line support to them, assisting in troubleshooting and advising on Product applications and compatibility. This role requires great technical communication skills, time management, and judgment to prioritize tasks appropriately. You will need to keep up and learn the current technology!

**Key Responsibilities:**
- Supporting incoming issues from customers through phone, Zendesk ticket system and email;
- Supporting customers’ technical teams around the world, mostly all the issues are in English;
- Providing consultative advice to customers related to usage of ABBYY software products for developers;
- Resolve product issues by clarifying the customer’s complaint; 
- determining the cause of the problem; 
- selecting and explaining the best steps to solve the problem;
- Preparing customer’s requests for escalation to the next level of support;
- Preparing articles to Knowledge Base;
- Resolving difficult tickets without division into any levels but with the colleague’s expert opinion;
- Follow communication procedures, guidelines and policies.

**Mandatory Skill Set/Requirements:**
- Ability to methodically troubleshoot programming issues;
- IT skills are necessary: operating systems (Windows & Linux), databases (MsSQL, Oracle), networking (OSI model, TCP\IP), programming basics;
- Basic knowledge of programming languages of (C++, Java or C#) as advantage;
- Higher technical education is a great advantage;
- Ability to understand the customer environment, security settings, and how third party tools integrate into the solution;
- The candidate must demonstrate the ability to be able to quickly and technically correctly find a solution based on the information received from the customer, to generate code sample or technical documentation;
- Analytical set of mind;
- Communication skills, empathy (desire and ability to communicate with people);
- Advanced English;
- Easy to learn.

**We offer:**
- To become a part of the best team with the Engagement Rate 9.4 (internal rating);
- Work in international IT product company;
- Interesting and challenging tasks;
- Opportunities for professional growth and career
- Work with the customer, but not only: PepsiCo, DHL, Renault Argentina, Rhenus, others;
- Work with the customers, including many of the Fortune 500;
- Competitive salary;
- Extra bonuses for foreign languages;
- Extra payment for night shifts;
- Attractive social package (medical insurance, partial compensation of sport and English classes);
- 100% remote.

Working hours: the position requires work in US time zone (5pm-2am GMT+3 Monday-Friday).