Technical Support Specialist
Pay attention: only those candidates who meet the listed requirements will receive an answer!
Location
Ukraine Lviv; Lutsk; Rivne
Necessary skills and qualifications
An upper-intermediate level of English
Minimum 1 year of prior experience in customer service
Proven work experience as a Support Representative will be a plus
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 understand the root of the problem quickly
Talk clients through a series of actions via phone until they solve an 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
Respond to customer queries promptly
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, Tuesday, Friday, Saturday, and Sunday (Wednesday and Thursday are days off), 9 hours per day (1 hour break included) 11:00 - 20:00
Kateryna Rybachok
Head of Recruitment