Viseven Groupis an international IT company specialising in interactive content and cloud-based solutions for global pharmaceutical companies since 2009; constant growth and self-development is in our corporate DNA. Our unique developments and approaches are actively used in more than 50 countries all over the world. Viseven's solutions are represented at major industry events in Barcelona, Philadelphia, London, etc.
The rapidly expanding team includes more than 700+ highly-skilled tech- and non-technical experts: front- and back-end developers, BA specialists and managers who create, localize and customize applications at 8 offices: in Kyiv, Zhytomyr, Vinnytsia, Ternopil (Ukraine), Tallinn (Estonia), New Delhi (India) and Bridgewater (NJ, USA).
Role description:Viseven is looking for a Front Line Support Engineer, who will support our customers
from 5 a.m. till 2 p.m. PHT. This is a part-time role
(3 shifts per week).Responsibilities:
- Registration, description, classification, processing of all incoming issues (requests received from Email, Service Desk, Phone, Chat) according to SLA with the corresponding customer
- Escalating requests to Tier 2 (Tech Support) with appropriate description and details
- Processing of all requests from Tier 2 according to SLA with the corresponding customer
- General diagnosis of problems with the product (reproduction, testing, analysis of logging, identification of reasons and their documentation, description of the steps for reproduction and results of the analysis in the appropriate cases)
- Timely notification to Customer about the request resolution progress
- Timely notification of Customer about delays in resolving a request if while runtime identifies issues that are solved by external software vendors or need to be refined by the development team
- Filling in the T1 internal knowledge base with the appropriate instructions about request handling and fixing
- Conducting demos and trainings for external and internal customers
- Periodic and unplanned testing of client instances, roles and content setup according to the list of purchased functionality
- Testing of new functionalities after releases
- Communicate effectively with both internal and external stakeholders to understand customer needs, maximize retention and growth, and communicate learnings
- Ensure all internal stakeholders/customers are kept up to date regularly with any/all requests
- Improving client support flow in daily work and by appropriate suggestions to Leads and Managers
Requirements:
- 1+ year experience of working in a technical support environment
- Experience of working with cloud based software (nice-to-have)
- Self-learner and self-starter, able to become a product expert and customer advocate
- Strong organizational skills, high degree of accuracy, and detail oriented
- Experience with Intercom, Jira Service Desk or other ticketing software
- Ability to ask for help and leverage the available resources we are a team
- Good verbal and written skills in English (minimum Intermediate level)
What we provide:We understand that our team members are essential to making our goals a reality, so we value and empower them to share their vision. And we reward this kind of passion with highly competitive compensation and exceptional benefits, such as:· Competitive compensation and regular performance based salary and career development reviews· Passionate experienced team, friendly atmosphere· Professional and career growth· Paid time off - 18 business days per year (20 business days after 2 years of cooperation)· Non-documented sickleave-4business days per year· Documentedsickleave- 20 business days per year· Family leave - 3 paid business days in case of marriage,childbirth or bereavement· English learning courses· Opportunities to participate in professional forums and conferences· Regular corporate events and team-buildings· Enjoyable working environment: comfortable and fully equipped office and possibility to work from home