Responsibilities
⢠Supporting incoming issues from customers Zendesk ticket system;
⢠Supporting customers around the world in Japanese and English;
⢠Providing consultative advice to customers related to the usage of ABBYY products;
⢠Resolve product issues by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best steps to solve the problem;
⢠Maintains leading-edge technical and personal skills. Provides input for team member appraisals and acts as a mentor/role model for others;
⢠Engages with internal departments to facilitate requests from customers;
⢠Preparing articles to Knowledge Base;
⢠Follow communication procedures, guidelines, and policies.
Requirements
⢠Higher linguistic and/or technical education and advanced PC user;
⢠Upper-Intermediate (or higher) level of written and verbal English
⢠Japanese- Intermediate level or higher
⢠Interest to work and develop in IT/technical support;
⢠Customer care or similar experience will be a plus;
⢠Ability to methodically troubleshoot program issues;
⢠Ability to understand the customer environment, security settings, and how third-party tools integrate into the solution;
⢠The candidate must demonstrate the ability to be able to quickly and technically correctly find a solution based on the information received from the customer;
⢠Analytical set of mind;
⢠Communication skills, empathy (desire and ability to communicate with people);
⢠High resistance to stress;
⢠Able to work overtime and/or on holidays, if necessary
⢠Easy to learn.
Here are some of our local benefits:
⢠Work as part of a great international team in a cutting-edge AI software company;
⢠Work remotely;
⢠Interesting and challenging tasks;
⢠Self-development opportunities through the ABBYY University platform
⢠Competitive salary;
⢠Attractive social package
⢠28 days of annual vacation
⢠Private health insurance