Technical Support Engineer

Viseven Group is an international IT company specialising in interactive content and cloud-based solutions for global pharmaceutical companies since 2009; constant growth and self-development is in our corporate DNA. Our unique developments and approaches are actively used in more than 30 countries all over the world. Viseven’s solutions are represented at major industry events in Barcelona, Philadelphia, London, etc.

The rapidly expanding team includes more than 500+ highly-skilled tech- and non-technical experts: front- and back-end developers, BA specialists and managers who create, localize and customize applications at 8 offices: in Kyiv, Zhytomyr and Vinnytsia (Ukraine), Tallinn (Estonia), Saint John (Canada), and Bridgewater, NJ (USA).

Role description:

Key responsibilities:

• Processing of all incoming requests from Tier 1 according to SLA with the corresponding customer;
• Diagnosis of problems with the product (reproduction, testing, analysis of logging, identification of reasons and their documentation, description of the steps for reproduction and results of the analysis in the appropriate cases);
• Finding a solution for the problem fix or escalation to the appropriate development team;
• Notification to T1 about the request resolution progress ;
• Timely notification of T1 about delays in resolving a request if while runtime identifies issues that are solved by external software vendors or need to be refined by the development team;
• Filling in the T2 internal knowledge base with the appropriate instructions about requests handling and fixing;
• Conducting technical demos and trainings for external and internal customers;
• Periodic and unplanned deployment, update, customization, testing of client instances, roles and content setup according to the list of purchased functionality;
• Monitoring of eWizard instances state and escalation of the identified problems to the appropriate development team;
• Analysis, validation and detalization of requests for refinement of new functionality;
• Testing of new functionalities after releases;

Requirements:

• 1+ years of relevant experience supporting customers in a complex software environment
• Intermediate+ English
• Understanding of CRM/CLM systems purpose and basics
• QA basics – Acceptance Testing, Accessibility Testing, AlphaBeta Testing,
• Experience in creation of technical documentation – guides, instructions
• Customer-oriented
• Team player

We understand that our team members are essential to making our goals a reality, so we value and empower them to share their vision. And we reward this kind of passion with a highly competitive compensation and exceptional benefits, such as:

· Passionate experienced team and enjoyable working environment

· Professional and career growth

· Paid time off 18 business days per year

· Paid time off 3 business days in case of marriage or childbirth

· Healthcare insurance – including dentist and gym

· Accounting assistance

· Free tea/coffee, fruit and snacks

· English learning courses

· Opportunities to participate in professional forums and conferences

· Regular corporate events and team-buildings