Customer Support Specialist

Yola is looking for a Customer Support Specialist. You will provide technical support to Yola's direct customers, as well as second level support to Yola's partners.

Who we are:

Yola.com is a site building platform with more than 13M users worldwide. Yola enables small businesses, non-profits, and everyday users to create, manage and grow their online presence easily and with no technical knowledge. In addition to a robust, easy-to-use website builder and secure hosting services, Yola's solution offers e-commerce and marketing solutions.

Founded in 2007, the company is headquartered in San Francisco, California, has offices in Cape Town, South Africa, and in Ukraine.

You should definitely have:

• Excellent English written language skills;
• Experience providing technical support via email and live chat;
• Excellent people skills, including patience and the ability to explain technical concepts to non-technical end-users in a clear and understandable way;
• Experience logging bug reports that enable engineering teams to replicate issues reported by end-users and partners.
• Ability to work well under pressure, manage your time effectively and adapt to a constantly changing work environment.

It would be useful if you had:

• A working knowledge of HTML and CSS;
• Experience with both B2B and B2B Support;
• Some experience with web design.

Your responsibilities might include (but will not be limited to):

• Replying to emails from Yola end users and partners (first and second level support);
• Covering our live chat channel, which services both Yola end users and partners;
• Filing bug reports;
• Participating in Slack channels (company online chat) to both assist and receive assistance from other support team members;
• Making yourself familiar with new developments, changes and feature releases on the Yola platform and being prepared to support both partners and end users in utilizing these features;
• Responding to customers via social media (Facebook and Twitter);
• Assisting in developing support documentation for users and partners;
• Assisting in on-boarding new partners as they launch the Yola's software to their end users;
• Night shifts will be required.

What we offer:

• Opportunity to significantly influence our product roadmap and strategy, and technologies;
• Challenging work in the international professional environment;
• Fully equipped A-class office space in the center of Kyiv;
• Flexible schedule 7a.m.-14p.m/9a.m.-18p.m./14p.m.-21a.m. and
  one night shift per month 10 p.m. - 5 a.m.;
  
• 18 paid vacation days per year;
• Paid sick leave;
• Team building events;
• A social package, including gym membership, medical insurance and English courses compensation (50%).