Tech Stack
Communication
Job Description, Responsibilities & Requirements
Description language:
About the Position
We are looking for a Level 1 Technical Support Engineer to join our team in Kharkiv, Ukraine. Provide first-line support, troubleshoot issues, and ensure customer satisfaction.
Responsibilities
- Receiving client/driver/partner inquiries through designated channels;
- Classifying inquiries according to regulations, determining priority;
- Initial diagnostics according to regulations:
- Collecting symptoms, reproduction conditions, software versions, logs/screenshots, serial numbers, configurations;
- Checking common causes according to the knowledge base;
- Remote 1st-level actions within access and procedures;
- Transferring requests to the appropriate department based on criteria;
- Client communication: SLA expectations, status, next steps, feedback control;
- Knowledge management: updating FAQ/checklists/response templates, recording new typical cases;
- Participation in internal quality processes: analyzing recurring incidents, proposing ways to reduce workload.
Requirements
Mandatory:
- Technical education;
- Confident use of PC, disciplined work with tickets/CRM/tables;
- Clear speech, proficient communication (Ukrainian/Russian), customer-oriented;
- Analytical skills: ability to ask the right questions, record facts, not lose details;
- Stress resistance, multitasking, working on a shift schedule (if necessary);
- Understanding of electrical device principles, AC/DC basics, three-phase networks (at the level of terms and safety).
Will be a plus:
- Experience in support (call center/tech support/helpdesk);
- Any experience with EV/charging/OCPP;
- Organized workspace with backup power and internet access.
We Offer
- Official employment and the possibility of booking;
- Competitive salary with review as competencies grow;
- Training, internal knowledge base, mentor, friendly team;
- Modern equipment, corporate communication;
- Probation period: 2 months (may be shortened by the manager);
- Potential growth to Level 2 Technical Support, software developer.
About the Company
[Company description if present]