Support Engineer
Gliwice, Nr ref.: 2017/Support Engineer/1
CodeConcept is a software house andoffers custom software programs such as: PC software, web applications, firmware, mobile applications or other dedicated systems. In addition, we specialize in IT systems integration as well as IT consulting. We have many years of experience in creating highly specialized both software and firmware for various market sectors.
We are currently looking for candidates for the position of:
Support Engineer
Main responsibilities:
- Customer facing technical assistance includes trouble-shooting and compatibility.
- Managing customer questions, requests and enhancements using online tools and processes
- Demonstrate the ability to manage a broad range of issues and critical situations.
- Triage issues through impact assessment and initial investigation
- Determine the priority of escalations received and ensure it is handled within the given SLA
- Collaborate effectively with various internal teams, including engineering, to drive resolution
- Ensure appropriate communications are sent out to stakeholders in a timely manner
- Root cause analysis, troubleshooting and re-creation of bugs and issues
- Communication and documentation of bugs and issues to product development teams
- Deployment of service releases, patches and customizations
- JIRA service desk or other support services desks
- Continuous update of documentation of typical technical support questions (FAQ)
- Assist with the support of internal applications and infrastructure
Requirements:
- Leadership - handle technically challenging customer situations, including effective communication with engineering on complex technical issues
- Excellent spoken and written English communication skills Spoken and written English, English proficiency
- Working in the US time zone
- Good initiative, communication skills and good team member
- Strong problem-solving skills
- Solid understanding of standard computer science concepts, personal computer architecture and networking required.
- Must have the ability to take initiative and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus;
Ideal profile:
- Excellent demonstrated customer service skills
- Spoken and written English, English proficiency
- Self-driven, motivated and out-going
- Demonstrable troubleshooting skills
- Cross-team collaboration
- Logical and Critical thinking
- Passion for technology and customer support
We offer:
- Working in the team with high IT background
- Extremely friendly atmosphere
- Multicultural projects
- Possibility do develop
- Additionally English course, trainings, sports facilities, team building adventours, chillout room), and…a very good coffee! :)
About us
- 100+
realized projects - 50+
IT specialists - 200+
countries with CodeConcept software - 60000+
users