Level 1 Technical Support Engineer

LOCATION: Lviv, UA   COMMITMENT: Full-time   DESIRED START: Immediately

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We are looking for a Level 1 Technical Support Hero who has the charisma of “connecting” with people and enjoys problem-solving challenges.

We believe your results-driven personality will help our customers to succeed from our products (such as Exalate and the Table Grid Editor).

Are you energetic, motivated, and have a positive outlook to understand our customer’s problems? And enough passion to dig deep to find the solution? Join us, we want you!

Requirements:

  • English (B2-C2)
  • Clear understanding the software development life cycle
  • Perfect soft skills and problem-solving
  • Time management skills
  • Highly motivated, attentive to details and result-oriented

Will-be-a-plus skills

  • Experience as service desk or another customer support role.
  • Technical background (Java, QA)
  • Atlassian products (Jira, Confluence, Service Desk);

Responsibilities

  • Provide customer support through JiraService Desk and live chat app
  • Define customer's problem, investigate it and reply the questions which don’t require development involvement
  • Reproduce reported issues during the support process
  • Collaborate with other departments in order to solve the problem asap
  • Define complex cases and escalate to the Level 2-3 Support or development team
  • Document troubleshooting solutions that can be used to prevent future problems
  • Frequently communicate with your peers and colleagues about the progress of these tasks, impediments and risks