As part of the COSI product Support team, you will be handling support tickets raised by our international customers, and will directly communicate with customer representatives to help them with the product deployment and configuration, as well as consult on unconventional use cases and find solutions to end-user problems. You will work closely with the Product Development team to troubleshoot customer issues and to find solutions to them so as to communicate the resolution to the customer.

Whenever free from dealing with customer support tickets, you will work with the COSI QA Team to run manual testing of the product releases.

Key Responsibilities

Key responsibilities include but are not limited to the following:

• Process incoming issues from international customers via Zendesk ticket system, emails, and web meetings
• Comply with SLA response time in a consistent manner
• Explore the issues to determine the cause of the problem, guide the customer on the best workaround and/or solution to the problem
• Interact with the COSI Product Team for the root-cause analysis and issue resolution, translate customer queries into feature requests, escalate bugs
• Provide expert advise on the product configuration for customers as well as peers in the COSI Product Team
• Prepare and run customer demos for new features, product configuration, or specific use cases
• Provide input to the product documentation package based on the processed customer issues
• Respond to on-call emergencies and participate in on-call support as needed
• Participate in functional, regression, acceptance testing for the web/desktop application
• Design, maintain and execute test cases based on product requirements
• Identify software problems and produce clear and detailed defect reports
• Requirements analysis

Required Expertise

Must Have:

• 2+ years of customer care or similar experience in IT
• Verbal & written English – upper-intermediate & above
• Basic SQL query/scripting skills
• Solid troubleshooting skills and ability to understand the customer environment, security settings, and integration with third-party software
• 2+ years professional experience in manual testing of web/desktop applications
• Good knowledge of test methodologies, testing processes, types and test approaches; practical experience in test design and exploratory testing

Nice to Have:

• Basic understanding or programming experience in one or more of the following technologies: Java, JavaScript, .Net and Windows programming
• Good understanding of HTTP/SSO/SSL/HTML/CSS/JSON/XML
• Expertise in test management tools: Charles/Fiddler, Firebug, TestRail, Jira
• Experience with Zendesk (or similar Customer support software)
• Experience in working with end users and/or international customers directly
• Experience working in the Agile (SCRUM, XP, Kanban) product development environment
• Prior experience with content management systems such as Documentum, Sharepoint, Opentext, Alfresco, Filenet

Personal Skills:

• Strong networking, communication, and negotiation skills
• Proactive, customer- and result-oriented, self-motivated and responsible
• Passionate for solving problems
• Proven time management, strong organizational and follow up skills
• Desire and energy to work in a fast-paced environment - previous startup experience is a plus
• A sense of humor and willingness to learn new things

Company offers

• Full-time employment on a contractual basis
• Paid annual vacation & sick leave
• Financial bonuses based on the company and personal performance
• Office in downtown Kiev
• Opportunity to enroll in educational courses, participate in conferences, etc.