Customer Support Specialist

Responsibilities
Research and identify solutions to software and hardware issues using tools provided
Ask customers’ pointed questions to quickly understand the root of the problem
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager or other)
Provide prompt and accurate feedback to customers and log case in Salesforce
Refer to internal database, logs or 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 in a timely and accurate way, via phone, email or chat
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update our internal databases with information about technical issues and useful discussions with customers
Share feature requests and effective workarounds with team members
Gather customer feedback and document using company tools
Necessary skills and qualifications
Advanced English
Proven work experience as a Support Representative
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
Multi-tasking abilities
Ability to work well under pressure
Fixed work schedule: 12 to 8 pm (7 working hours) Saturday through Wednesday (Thursday and Friday - day-offs)
What we offer

At Lemberg, you will find exciting and challenging projects, friendly and engaging professional team. You will work with customers located around the globe, meet them in our office and travel to visit their locations.

 

Also, you will have a chance to work on internal R&D projects, your own ideas, become a part of local and global communities, contribute to Open Source, visit conferences and industry events.

Kateryna Rybachok
Recruitment Manager

Are you ready to join our team?

Send us your CV or contact our Recruitment Manager to discover more career opportunities for yourself.

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