Position: Technical Support Specialist
Company: Lemberg Solutions
Category: Support
Experience required: 2y
English level: fluent
Published: 2023-07-01T00:00:00+03:00

Lemberg Solutions is, above all, a group of passionate professionals led by a core team that have been meticulously selected over the last 15 years. We are based in Lviv, Rivne, and Lutsk, and opened GmbH in Hamburg, Germany.

At LS, people come first. We know that our success is based on our people’s achievements. Each and every one of our 200 team members is highly valued for their hard work, and we’re always excited to welcome new specialists ready to embrace challenges with us.

**Necessary skills and qualifications:**
Advanced English
Proven work experience as a Support Representative
Excellent communication and problem-solving skills
Good understanding of computer systems, mobile devices, and other tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software (eg. Salesforce)
Ability to provide step-by-step technical help, both written and verbal
Multitasking skills
Ability to work well under pressure

**Responsibilities:**
Research and identify solutions to software and hardware issues using provided tools 
Ask customers pointed questions to quickly understand the root of the problem
Talk clients through a series of actions via phone until they solve a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager, etc.)
Provide prompt and accurate feedback to customers and log cases in Salesforce
Refer to the internal knowledge base, logs, and external resources to provide accurate tech solutions
Ensure all issues are properly logged
Document technical knowledge in the form of knowledge base articles within Salesforce
Respond to customer queries accurately and on time
Analyze and report product malfunctions (for example, by testing different scenarios or imitating users’ behavior)
Update our internal knowledge base with information about technical issues and useful discussions with customers
Share feature requests and effective workarounds with team members
Gather customer feedback and document it using company tools
Follow a fixed work schedule Monday to Friday: 9 hours/day (1 hour break included) 07:00 - 16:00; 

**What we offer:**
Time Off 
18 days paid annual leave
10 days paid sick leave
5 days unpaid leave
5 days additional paid time off following your wedding or your child’s birth

Workplace Benefits
Free English classes in groups
Fully equipped workstation
Comfortable office
Access to a video library of soft skill workshops
Financial Benefits
Relocation support program
Financial support from LS in case of emergency (reviewed individually)
Overtime pay
In-house accounting service

Fun
Lviv IT Cluster gifts & discounts 
Team building & industry events

**About the project:**
A product consists of a web portal, tablet application, and telematics hardware. Back offices use the portal for analytics, drivers, and asset management. The tablet software helps truck drivers with their day-to-day tasks.