Customer Support Engineer

Описание вакансии

Join ABBYY and be part of a team that celebrates your unique work style. With flexible work options, a supportive team, and rewards that reflect your value, you can focus on what matters most – driving your growth, while fueling ours.

Our commitment to respect, transparency, and simplicity means you can trust us to always choose to do the right thing.

As a trusted partner for purpose-built AI and intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. Over 10,000 customers trust ABBYY, including many Fortune 500 ones. You will work on further developing a portfolio already containing client names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK.

We are looking for an experienced, highly skilled, and engaged technical engineer to join our EMEA B2C Support team. Your main tasks will be to resolve customer tickets by understanding each request, troubleshooting it and ultimately finding a workaround or solution. Once you have resolved an issue you will create a knowledge base document to help customers and your colleagues to resolve it proactively. You will closely collaborate with the technical teams within ABBYY: your colleagues in Support, Development, DevOps and QA. In addition to the challenge of serving our customers, we challenge you to develop yourself by using ABBYY University courses. You can work in the office or from home.

To join our team, we expect that you are highly motivated, flexible, thrive on resolving issues and working with both business and individual customers. You need to have at least 1 year of experience in customer care or a similar field, with the ability to troubleshoot issues on Windows and macOS and analyze customer environments and security settings. We mainly support our customers in English, so strong English skills are required.

Responsibilities

• Resolve incoming Zendesk tickets from ABBYY business and individual customers, predominantly via a web portal, sometimes via remote session
• Troubleshoot technical issues by diagnosing the root cause and outlining the most effective solution
• Actively collaborate with your teammates and colleagues from other departments to find solutions
• Communicate confidently in Business English
• Write knowledge base articles to help customers even faster
• Follow our well-documented procedures, guidelines, and policies

Requirements

• At least 1 year of experience in customer care or a similar field
• IT skills: operating systems (Windows, macOS, iOS), knowledge of LAN (TCP/IP) ad CMD installations
• Basic knowledge of programming languages is a plus
• Great analytical skills to troubleshoot software problems
• Good interpersonal and communication skills;
• Advanced English skills
• Additional European language knowledge is a plus

Here are some of our local benefits:

• Partial compensation for glasses and lenses
• Private health insurance
• Volunteering Time Off (2 days/ year)
• SZÉP Card for recreational activities
• 3 extra days/ month for 'sick leave' without doctors visit

Join ABBYY, and you will:

Love how you work

• We provide remote and hybrid working options to fit all lifestyles.
• We use flexible hours across most of our teams to allow you to find your own definition of balance.
• Encouraging a culture of giving, we provide two paid volunteering days off every year so you can take time to contribute to the causes you care about.
• To ensure your family is cared for, we offer paid parental leave in all our locations.

Love whom you work with

• We are a global team of 600+ colleagues, spread across 15 countries on four continents.
• With colleagues representing 30+ nationalities, our workforce reflects the world.
• Innovation and excellence run through our veins. Our teams gather the expertise which has garnered ABBYY more than 140 technology patents.
• We are guided by the values of respect, transparency, and simplicity.
• "Team Environment" is in the top three highest-scoring drivers of engagement across all of our departments.

Love what you work on

• We are a company with more than 35 years of experience in the technology market;
• Over 10,000 customers trust ABBYY, including many Fortune 500 ones, with names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK;
• We have modernized the capture market by creating the first low-code/no-code IDP platform.
• Our Machine Learning, Natural Language Processing, Computer Vision Technologies, and a marketplace built with AI, can transform any document in any process;
• Top Analyst firms recognize ABBYY's market leadership, including Gartner, Everest PEAK Matrix ® Assessment, ISG Intelligent Automation Lens, and NelsonHall, amongst others.

ABBYY is an Equal Employment Opportunity employer that values the strength that diversity brings to the workplace. To learn more about our commitment to Diversity and Inclusion, check out the careers section on our website.