Position: Customer Support Engineer
Company: Spin Technology
Experience required: 3y
Category: Support
English level: fluent
Published: 2023-08-01T00:00:00+03:00

We are seeking a customer support engineer that excels in meeting customers' expectations, from answering questions on products and services to processing orders. You should assist in investigating issues that arise and resolving conflicts from customer complaints to ensure customer satisfaction.

To be successful as a customer support representative, you should stay informed about product and service specifications and maintain good relations with customers. Ultimately, a successful Customer Support Engineer should be able to achieve outstanding customer service and communicate effectively with customers.

Responsibilities:
- Provide technical and sales support by email, chat, and video conference;
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues;
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams;
- Provide prompt and accurate feedback to customers;
- Ensure proper recording and closure of all issues;
- Prepare accurate and timely reports;
- Document knowledge in the form of knowledge base tech notes and articles;
- Participate in the improvement of the product FAQ and knowledge base;
- Close work with the engineering team;
- Assist in customer success initiatives.

- Advanced level of English and Ukrainian  with superior writing skills;
- Experience in providing customer support; 
- Proven working experience in enterprise technical support, IT support, or as a technical engineer;
- In-depth knowledge in the product that the technician is supporting;
- Strong problem-solving skills;
- Excellent client-facing skills;
- Ability and willingness to explore the platform to provide rapid and effective support service to our customers;
- Self-motivated team player who has fresh ideas when it comes to user adoption and revenue retention;
- Ability to multi-task and prioritize issues in a fast-paced environment;
- Bachelor’s Degree