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Hello! We are Lemberg — a technology consulting, software & hardware engineering company, based in Lviv, Ukraine. Startups and established businesses rely on our industry expertise to build new products and deliver digital transformation.
Lemberg is, above all, a group of passionate professionals led by a core team that have been meticulously selected over the last 14 years. We are growing fast and are constantly looking for talented people to join us on our journey.
At Lemberg, people come first. Each and every one of our 130 professionals is highly valued for their hard work. We know that our success is based on our people’s achievements.
We are currently looking for: Technical Customer Support Specialist
Necessary skills and qualifications:
Advanced English is a must
Proven work experience as a Support Representative
Excellent communication and problem-solving skills
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software (eg. Salesforce)
Ability to provide step-by-step technical help, both written and verbal
Multi-tasking abilities
Ability to work well under pressure
Fixed work schedule: 9 hours/day (1 hour break included) 7:00 - 16:00; Saturday and Sunday are days off
Key responsibilities:
Research and identify solutions to software and hardware issues using tools provided
Ask customers’ pointed questions to quickly understand the root of the problem
Talk clients through a series of actions via phone until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager or other)
Provide prompt and accurate feedback to customers and log case in Salesforce
Refer to internal knowledgebase, logs or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Document technical knowledge in the form of knowledgebase articles within Salesforce
Respond to customer queries in a timely and accurate way via phone
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update our internal knowledge base with information about technical issues and useful discussions with customers
Share feature requests and effective workarounds with team members
Gather customer feedback and document using company tools
What we offer:
At Lemberg, you will find exciting and challenging projects (check out lembergsolutions.com/work) as well as a friendly and engaging professional team. You will work with customers located around the globe, meet them in our office, and travel to visit their locations. You will get a chance to work on internal R&D projects (lembergsolutions.com/work/labs), your own ideas, become a part of local and global communities, contribute to Open Source (https://github.com/lemberg), and visit conferences and industry events.
Discover more career opportunities at Lemberg or sign up to receive news about new job openings on our website.