Customer Support Specialist

Responsibilities: 

- Assisting clients via phone, chats and tickets (majority of clients are US based);
- Resolving the reported issues as LVL 1 support representative;
- Escalating issues that are out of your scope according to the internal procedures;
- Work closely with engineers and other team members to understand complex requirements and troubleshoot issues;
- Exchanging information between responsible teams; 

Requirements:

- Ability to work shift by shift. We offer flexible and convenient schedule (it is possible to change shifts with teammates):
 1st week of the month: 10 AM - 6PM
 2nd week of the month: 3 PM-11PM
 3d week of the month: 4 PM - 12AM
 4th week of the month: 9 PM - 5 AM

- Weekends are days off.
- Fluent speaking English. 80% of our interaction with clients is over the phone. 20+% are tickets. Real time chats are relatively seldom.
- Experience with JIRA, Confluence, Zoom is a plus.
- Previous experience as Client Support rep is a big plus.
- Ability to learn the new information fast, apply the gained knowledge on practice, provide different alternatives etc. Critical thinking is a big plus.  

Additional details:

- We provide full product and process related training for the new candidate ( approx. 4 weeks). We do not expect any experience with our product;
- At the moment, we are working from home. But it is expected to return to Kharkiv office eventually;
- Taxi experiences are covered when working 4 PM - 12AM and 9 PM - 5 AM shift from the office (the return-to-home taxi);
- Night shifts are possible from home even when we return to the office;
- Working equipment is provided by us (laptop, headphones etc)