Customer Support Agent

We are GotYourBack Support — Ukrainian IT-outsource company, working both in B2C and B2B market, providing remote technical assistance to English-speaking users all over the world, as well as being the voice of our partners' brands and the main tool for building trust and open relationships with their customers.

We are seeking a dedicated and enthusiastic Customer Support Agent for mobile apps customers. The ideal candidate will be passionate about helping customers, possess excellent communication skills, ensuring our clients have the best experience possible.

WHAT YOU GET:

• Adaptation and training system;
• Professional growth possibilities;
• Schedule: 5x2 (morning/day/evening shifts, we will discuss it individually);
• Remote-First Culture;
• Personal Equipment Policy: we’ll provide you with all the equipment you need. And there is no tracking system;
• Additional benefits (health insurance, paid sick leaves and vacation days, compensation system, team buildings and 🎁).

WHAT WILL YOUR WORKDAY LOOK LIKE? — YOU WILL:

• Work with incoming tickets in Zendesk with a focus on billing issues (in a timely and professional manner);
• Provide quality support while adhering to the team’s SLAs and KPIs;
• Handle customer complaints and come up with creative solutions in line with company’s support policy;
• Collaborate across teams for reporting and bug resolution.

YOU WILL SUCCEED IF:

• You have advanced English (B2-C2) with excellent writing skills;
• You are a fast typer and good with technology;
• Understand how mobile apps work (app versions, updates, compatibility with various devices);
• Understand the nature of subscriptions: renewals, refunds, billing.
• You are a good listener and an excellent communicator (90% of your work will involve chatting with people, including dissatisfied clients. Your task is to find a key to all types of users);

• You are eager to learn and take ownership of duties.

Will be a plus:

• Experience with PayPal/ Stripe or other payment platforms;
• Experience with a ticket or chat systems (Zendesk/ Intercom/ Freshdesk, etc.).

Send us your CV and become a part of our company!