Tier 1 Support Representative

Budapest, Hungary

Meet ChemAxon:

ChemAxon is an open and friendly science-driven software company. We provide a variety of software products to users in the field of chemistry and biochemistry for 23 years. Our vision is to be our clients’ scientific partner to build a sustainable future through innovating best-in-class software solutions for chemistry and biology.

Location: Budapest, Graphisoft Park. Our office will move to Váci Greens office park at the beginning of February 2022.

About the position

Tier 1 Support Representative will provide standard support to our customers, triaging the incoming requests, answering the queries within the responsibility area. This includes the investigation required to resolve the tickets, and in case the resolution requires more technical knowledge move over the tickets to Tier 2 product support.

Responsibilities:

  • Monitoring support ticketing system
  • Providing 16/5 Mon-Fri support in 6 hours shifts, the schedule alternates between 3 employees. This job requires Hungarian residence, we expect you to come to our head office when you take the day shift.
  • Handling customer complaints, providing appropriate solutions and alternatives within the time limits
  • Escalating priority support issues to senior staff and/ or corporate technology groups
  • Collecting and forwarding all relevant information prior to escalation to allow senior staff to operate efficiently
  • Following communication procedures, guidelines and policies
  • Keeping your knowledge up to date about ChemAxon's products to support the customer queries
  • Understanding the roles and responsibilities within ChemAxon
  • Providing continuous feedback to the product groups, based on the incoming queries
  • Help in upgrade & maintain documentation of products

Required skills:

  • Excellent written and verbal communication skills in the English
  • Can provide excellent customer service
  • Ability to work with other team members/teams
  • Ability to follow Standard Operating Procedures (SOPs) reliably and confidently
  • Customer orientation and ability to adapt/respond to different types of characters
  • Problem solving
  • Product knowledge
  • Multitasking
  • Ability and willingness to learn

Advantages we would appreciate:

  • Software industry experience / educational background in chemistry

Experience and benefits we can offer to you:

  • Competitive salary in a growing and continuously improving company
  • Being a part of a creative and progressive team
  • Pleasant atmosphere: leisure and recreation area, playing corner for children
  • Training packages, English lessons, yearly user conference with social programs
  • Everyday use of English in a multicultural environment
  • Ability to work with global Top500 client companies

COVID info

Although we are a great believer that colocation supports collaboration and the flow of knowledge, we mostly work from home at the moment. The office - with all the necessary safety regulations & equipment - is still open for those who prefer to work there.

For some info on ChemAxon, you can check two videos:

How to apply? If you are interested please send your CV by clicking the "Apply now" button below.