Support Engineer

3 days ago

Novi Sad, Vojvodina, Serbia Rationale Information Technologies Full time €20,000 - €40,000 per year

We are looking for a
Support Engineer

(Level 2 Technical Support) 

Working in a Level 2 Support position, we expect you to have an excellent knowledge of the system we are developing and accordingly be able to assist the client in solving specific technical problems.

Also, we need a proactive team member who will help us with the constant improvement of procedures and the general organization of work.

Key responsibilities:

  • Serve customers by providing product and service information, answering detailed product and service questions;
  • Analyze and diagnose complex problems to find root causes;
  • Properly escalate issues to engineering teams when necessary, ensuring that the customer's issue is addressed in a timely manner;
  • Address clients' issues and resolve them in a timely manner using various tools at your disposal,
  • Provide professional customer support,
  • Communicating and coordinating with other colleagues in team,
  • Writing user guides and test scenarios; conducting training with users
  • Adjusting to the client's time zone and working hours (Abu Dhabi, UTC +4).

Skills & Qualifications

years of technical support of customer service experience in an IT company;

-     Fluent English, excellent verbal and written communication skills;

-     Basic knowledge of manual software testing;

-     

Excellent problem-solving and communication skills

;

-     Strong customer care and focus on constant improvement;

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