Customer Support Specialists

We are looking for two (2) Customer Support Specialists to join our Kharkiv team!

GeoGuard is the global market-leader in the detection of location-based fraud; protecting hundreds of millions of people and their devices every day. Working at the bleeding edge of technology, with Silicon Valley's most famous names as our customers and partners GeoGuard, is seen as the best; and only wants to hire the best. 

As a Customer Support Specialist with GeoGuard, you play an integral role in our customer experience lifecycle. You act as the first point-of-contact for our clients, working with them to resolve a number of issue types, such as, user related issues, service interruptions and supporting other GeoComply teams during the client integration process. 

Key responsibilities:

• Responding to clients according to SLA requirements, to achieve a 24-hour issue resolution for all tickets when possible

• Responding to Zendesk tickets related to our AppSupport support line for end users

• Record and investigate geolocation issues and user blocking cases

• Closely collaborate with Operational and Development teams 

• Provide management with customer insights and information on customer needs

• Review Daily Hand Over at beginning of day, and create one at Close of Business (COB)/End of Day (EOD) to pass along vital information related to customer issues and reports

• Monitor and manage social media mentions and respond accordingly

• Develop and maintain a thorough understanding of the company's technologies, process and teams

Skills and qualifications:

• At least one year experience in a similar role 

• English level: Upper Intermediate 

• Experience in providing a high-level of customer support and providing exceptional customer service

• Ability to understand business and customer requirements, prioritizing issues and escalating as required

• Experience liaising with internal development and technical teams

• Strong communication skills with ability to adapt to communicating with different parties such as clients, developers and infrastructure team members, across different time zones

• Resourceful, detail-oriented, with strong organizational skills

• Ability to work on weekends and/or outside normal working hours

• Experience with Jira, SQL, Zendesk and Atlassian is an asset

We offer:

• Motivating compensation: high competitive salary, bonus system, corporate language classes

• Personal development plan for each employee

• The chance to work with a motivated and talented international team

• Medical insurance

• Modern office space in the center of Kharkiv, near metro Naukova

• We're always stocked up on snacks and coffee and have free lunches monthly

• Frequent team building events

If you have what we are looking for and would love to join our team in Kharkiv, we want to hear from you!

This position is located in Kharkiv, Ukraine. To learn more about us, visit www.geoguard.com

We sincerely thank all applicants for applying; if we like what we see and feel you are a match for our position, we will be in touch.