Technical support specialist for Ciklum Support Center

Dnipro, Ukraine

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Ciklum Support Center delivers efficient and timely customer and technical support. We can either support the efforts of your existing in-house team or provide a complete turnkey support solution.
Ciklum’s support personnel serve your customers in a friendly and professional manner: we respond to customer queries and resolve issues quickly.

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Description

On behalf of Ciklum Support Center, we are looking for a Technical support specialist to join the Dnipro team on a full-time basis.

Responsibilities

  • Respond to customers’ request (in quick and efficient manner)
  • Service Desk management
  • Understand and analyze customers’ problem, find appropriate and acceptable solutions
  • Help to solve most problems directly otherwise escalate the issues through our ticket system to developers and next support level
  • Check the status of the problem until it is solved
  • Help develop and implement web based support initiatives including knowledge bases, technical and modeling techniques and documentation
  • Email, voice and conference communication with customers
  • Ongoing tasks completion whilst meeting set deadlines

Requirements

  • Basic technical background (Basic IT education, courses will be a plus)
  • Familiarity with Active Directory, Exchange Server, SQL Server, Windows Server
  • Experienced user in PC based computer systems
  • Understand and analyze requests, react quickly
  • Excellent English, both written and speaking skills are required
  • Service-oriented with desire to help people
  • Push the matter through
  • Detail-oriented, reliable, stress-resistant
  • Responsible, initiative, multitasking is a must (ability to combine main functions and other ongoing
    processes), self-organized, eager to learn
  • Able to plan your own time
  • Shift work (morning-day, day-evening, evening-night)
  • Excellent command of oral and written English
  • Strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
  • Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST
    Meet deadlines precisely

Desirable

  • Experience with Active Directory, Exchange Server, SQL Server, Windows Server would be a plus
  • Experience with FreshDesk, Zendesk will be a plus
  • Experience on a similar (IT support) position will be a plus

Personal skills

  • Detail and service-oriented
  • Multitasking
  • Reliable
  • Communicative
  • Responsible
  • Initiative
  • Able to plan own time
  • Self-organized

What's in it for you

  • Variety of knowledge sharing and training opportunities
  • Unique working environment where you communicate and work directly with client
  • 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 centrally located office with warm atmosphere which creates really good working conditions