B2C Customer Support Engineer

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:

• Work from home, remotely, or hybrid
• 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
• Flexible working hours