Technical Customer Support Specialist

Project description

Right now, we need a qualified Technical Customer Support Specialist to join our client’s Customer Success team here in Lviv. You will provide our client’s Tier 1 customers with world-class phone support, and help them resolve technical issues they might have with the client’s products and services. 

Ultimately, you will help our client establish a reputation of a company that offers excellent customer support during Pilot testing, after-sales installations, and diagnostics. 

Responsibilities
Research and identify solutions to software and hardware issues using tools provided
Diagnose and troubleshoot technical issues, including heavy android application support
Ask customers’ pointed questions to quickly understand the root of the problem
Track calls to resolution, within agreed time limits
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
Maintain courteous and professional relationships with clients
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
Proven work experience as a Technical Support Representative, Desktop Support Engineer, IT Help Desk Technician or similar experience
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
Experience using help desk software and remote support tools
Excellent communication and problem-solving skills
Multi-tasking abilities
Patience when handling tough cases and tough customer
Ability to work well under pressure
Flexibility to potentially work shift hours
What will make you stand out
Familiarity with the IoT/Telematics industry
Salesforce experience
Excellent customer support skills
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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