Position: 1st line Customer Support Engineer
Company: FluentPro
Category: Support
Experience required: 1y
English level: upper
Published: 2022-06-01T00:00:00+03:00

The 1st line Customer Support Engineer is a direct point of contact for customers who assists in troubleshooting and resolving issues with the product, or detects the need to escalate/transfer the issue to the next level of technical support.

Responsibilities:

- Receive and manage customers' requests, questions through Support Team communications channels
- Research and identify solutions to software and hardware issues reported by customers with the help of 2nd line of Support and Product Teams
- Diagnose and troubleshoot technical issues, including account setup
- Ask customers targeted questions to quickly understand the root of the problem and gather additional details for higher levels of support
- Monitor issues through to resolution, within agreed time limits (Support SLA)
- Talk clients through a series of actions, either via web meeting session, email or chat, until they've solved an issue
- Properly escalate issues unresolved by 1st line to appropriate internal teams - 2nd line and/or Product Teams, etc.
- Refer to internal database, public database or external resources to provide accurate solutions
- Ensure all issues are properly logged within the ticketing system
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their systems are fully functional after troubleshooting
- Maintain jovial, friendly relationships with customers

Requirements:

- English: Upper-Intermediate or higher
- Russian or Ukrainian - Upper-Intermediate or higher
- Excellent PC skills and a good technical background in general
- Excellent communication skills
- Team player
- Ability to multitask
- Ability to work in shifts
- Flexible and abstract thinking
- Stress-resistant
- Being ready to make decisions and explain them

We offer:

- An opportunity for self-realization and professional growth
- Convenient location (a few minutes from a subway station)
- Paid sick-leave, 20 working days of vacation, days off in accordance with national calendar of holidays
- Friendly team of professionals
- Comfortable working environment, free coffee and cookies
- Corporate health insurance
- Compensation for training and English courses
- Corporate events, team building

We hugely rely on common sense in all we do at FluentPro.

Our software development is flexible and everyone on the Team gets time to both perform set tasks and communicate with colleagues, do research and extra training, etc.

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