Technical Support Specialist in Lemberg Solutions LLC

Lemberg Solutions is, above all, a group of passionate professionals led by a core team that have been meticulously selected over the last 15 years. We are based in Lviv, Rivne, and Lutsk, and opened GmbH in Hamburg, Germany.At LS, people come first. We know that our success is based on our people’s achievements. Each and every one of our 200 team members is highly valued for their hard work, and we’re always excited to welcome new specialists ready to embrace challenges with usPay attention: only those candidates who meet the listed requirements will receive an answer!Necessary skills and qualifications:Advanced EnglishProven work experience as a Support Representative Excellent communication and problem-solving skills Good understanding of computer systems, mobile devices, and other tech products Ability to diagnose and troubleshoot basic technical issues Familiarity with remote desktop applications and help desk software (e.g., Salesforce)Ability to provide step-by-step technical help, both written and verbal Multitasking skills Ability to work well under pressure Responsibilities:Research and identify solutions to software and hardware issues using provided tools Ask customers pointed questions to quickly understand the root of the problem Talk clients through a series of actions via phone until they solve a technical issueProperly escalate unresolved issues to appropriate internal teams (e.g., Tier 2, manager, etc.) Provide prompt and accurate feedback to customers and log cases in Salesforce Refer to the internal knowledge base, logs, and external resources to provide accurate tech solutions Ensure all issues are properly logged Respond to customer queries in a timely mannerAnalyze and report product malfunctions (for example, by testing different scenarios or imitating users' behavior) Update our internal knowledge base with information about technical issues and useful discussions with customers Share feature requests and effective workarounds with team members Gather customer feedback and document it using company tools Follow a fixed work schedule: Monday, Tuesday, Friday, Saturday, and Sunday (Wednesday and Thursday are days off), 9 hours per day (1 hour break included) 11:00 — 20:00 What we offer:Time Off 18 days paid annual leave 10 days paid sick leave 5 days unpaid leave 5 days additional paid time off following your wedding or your child’s birth Workplace BenefitsFree English classes in groupsFully equipped workstationComfortable officeAccess to a video library of soft skill workshopsFinancial BenefitsRelocation support programFinancial support from LS in case of emergency (reviewed individually)Overtime payIn-house accounting serviceFunLviv IT Cluster gifts & discounts Team building & industry eventsAbout the project: A product consists of a web portal, tablet application, and telematics hardware. Back offices use the portal for analytics, drivers, and asset management. The tablet software helps truck drivers with their day-to-day tasks.