Technical Support Specialist

Office

A product which consists of a web portal, tablet application, and telematics hardware. The portal is used by back offices for analytics, drivers, and asset management. The tablet apps help truck drivers with their day-to-day tasks.

Location
Ukraine Lviv
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 (e.g. 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, or other)
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 in a timely and accurate way via phone
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: 9 hours/day (1 hour break included) 11:00 - 20:00; Wednesdays and Thursdays are days off

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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What you'll get

18 days
paid annual leave

10 days
paid sick leave

5 days
unpaid leave

5 days off
following your wedding or child’s birth

Company-funded professional education

Free English classes

Team building & industry events

Flexible work schedule

In-house accounting service

Relocation support

Lviv IT Cluster gifts & discounts

Ready to join our team?

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

or drag and drop here
One file only.
5 MB limit.
Allowed types: txt, rtf, pdf, doc, docx, odt, ppt, pptx, odp, xls, xlsx, ods.