Retail Troubleshooting Analyst for CNET Content Solutions

Kharkiv, Ukraine


CNET Content Solutions is the world’s leading independent source of product information. With detailed content on more than 13 million technology products in 15 languages, CNET Content Solutions helps thousands of resellers and retailers convert shoppers into buyers every day. From standardized content delivery to hosted services and custom solutions, we empower businesses of all sizes to maximize the value of product information to improve their customer experience and bottom line. We work with more than 2,100 e-commerce partners, including CDW, Computacenter,, Dell, Hewlett-Packard, Insight, Microsoft, OfficeMax, PC World Business, and Tech Data.

Read more about the client


On behalf of CNET Content Solutions team, Ciklum is looking for a Retail Troubleshooting Analyst to join the Kharkiv team on a full-time basis.


  • Help responding to customer support issues coming from our customers contact forms and support group email
  • Solve customer’s issues and reply to customers in the shortest possible time frame
  • Prioritize requests according to the customer grade & time zone (North America/Europe)
  • Define the importance and complexity of the customer demand and escalate to Moscow, Swiss or American teams when needed
  • Work closely with the RU CH US support teams and other departments such as Product Management, System Operation or Engineering to find solutions to customers’ requests
  • Monitor service usage for Level C customers and report issues to the manager
  • Support Reporting needs (Excel pivots etc.)
  • Proactively reach out by e-mail to Level C customers in case of low service usage and to maintain the relationship with the customers
  • Analyze and process prospect’s catalogs using Excel formulas and internal tools


  • English level: upper-intermediate
  • Employment type:
    Working hours:

    • full-time
    • five-day working week
    • Shift: evening shift (3pm to 11 pm) or business hours shift (9am to 6pm)
  • Good communication skills, easy to speak with
  • Proactive, motivated to learn, attention to detail
  • Working experience with office suite / Microsoft Excel


  • Basic experience with SQL and/or good command of French (not mandatory)
  • Understands Structured content and Hosted content
  • Already experienced with CCS
  • Similar relevant experience

What's in it for you

  • Variety of opportunities for knowledge sharing, training and self-development
  • Opportunities for professional growth
  • Great chance to start your career in IT