Customer Support Specialist

We are looking for a Customer Support Specialist to provide excellent service across our tech team.

Project 1 You will be working with a SAAS project troubleshooting software issues. Your job will be to take emails, calls and possibly chats regarding the issues/questions the customers might have. You will then follow the workflow of troubleshooting and possibly fixing the issues if they are within our scope.

Project 2 You will be working as a Customer Support Representative that supports a foot scanner designed to fit shoes for the customers. You will be contacted by the staff of shoe stores in case the scanner needs to be fixed, or some parts are needed to be sent out. You will be handling calls, emails, and chats providing help with the scanner.

Project 3 Your job will be to support a CRM platform that is used by various companies. You’ll be the first line support providing basic troubleshooting steps, collecting information, and reporting urgent issues to the second line. This projects has chats and emails only.

Project 4 The project has to do with a publishing software company that aims at gathering various newspapers in one place, specifically a phone app. You will be monitoring publications and notifying an internal team about any delays. You’ll also be the first line of support in case the customers reach out with an issue or a request. This project includes emails and monitoring alerts.

Project 5 You will be working with a security software company handling various requests with step by step instructions. You’ll be the first line support receiving tickets from the customers and routing them to the relevant team. The project has emails and calls.

Project 6 The project is related to the EV charging company. You’ll be handling tickets as the first line support and performing various tasks using instructions and guides.

Requirements:

• Experience with deep software/hardware troubleshooting;
• Experience with multiple CRM systems;
• Jira/Confluence experience;

• An ability to identify issue priorities and react accordingly;
• Dealing with complex systems: building and troubleshooting;
• Excellent time management;
• English knowledge (B2+)

Responsibilities:

• Provide exceptional customer service through various channels (phone, email, chat);
• Troubleshoot and resolve tech issues;
• Іdentify and escalate priority issues to the appropriate team members or departments;

• Participate in training sessions and ongoing development to stay updated on product knowledge, company policies, and customer service best practices.

Work conditions:

• Remote work;
• The probation period is 2 months;
• Flexible days off (2 per week);

• 2 types of shifts: day 16:00—00:00, morning 08:00—16:00 (Kyiv time)