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Junior Support Application Engineer for Ciklum

Ukraine Remote

Support

Description

Ciklum is looking for a Junior Support Application Engineer to join the Kyiv team on a full-time basis.

If you like continuous improvement, working close to the business, the concept of taking agile principles and methods to their limit by making use of new techniques – then this is the perfect opportunity for you. You could be part of this constant growth and success!

Responsibilities

  • Provide first-level technical support and preliminary investigation to customer issues and service requests
  • Understand and analyze customers' problems, find appropriate and acceptable solutions
  • Manage and track customers issues
  • Develop and review content for the company's knowledge base
  • Respond to customers' requests (in a quick, proactive, and efficient manner)
  • Respond to escalated technical issues surrounding the platform, primarily by web portal, chat, and e-mail
  • Cooperate directly with customers at different stages of the problem resolution process, including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
  • Work directly with other technical support staff, quality assurance, development, and the Team Lead to resolve problems
  • Manage own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
  • Thoroughly document all issues, develop and review content for a knowledge base. Help grow and implement web-based support initiatives, including knowledge bases, technical and modeling techniques, and documentation
  • Lead the problem until it is solved

Requirements

  • 2-4 years of experience in IT, Enterprise Datacenter software, or SaaS solutions support
  • Customer-focused and team-oriented
  • Must have a passion for troubleshooting client problems and satisfying customer needs, strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
  • Strong ability to combine monitoring function and other ongoing processes
  • Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic
  • Excellent interpersonal soft skills
  • Excellent team workability
  • Willingness to work flexible hours to help cover different time zones
  • Excellent English, both written and speaking skills are required
  • Service-oriented with a desire to help people
  • Push the matter through
  • Detail-oriented, reliable, stress-resistant
  • Responsible, initiative, multitasking, self-organized, eager to learn
  • Able to plan your own time
  • Shift work
  • Understanding standard support procedures for proper reporting, escalation, and follow-up is a MUST
  • Experience with Jira, Confluence

What's in it for you

  • Variety of knowledge sharing and training opportunities
  • Competitive salary
  • Career and professional growth
  • Possibility to work in a big and successful company
  • Long-term employment with 20 working-days paid vacation and other social benefits
  • Working in a centrally located office with a warm atmosphere creates perfect working conditions

Your dream job isn’t here? Let’s stay in touch! We’ll inform you about the best opportunities.

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