Customer Support Agent in JatApp

JatApp- a product IT company that creates massive, useful and high-tech products that are used every day by millions of users from all over the world.

We are looking for a Customer Support Agent to the company's largest product —cross-platform VPN service strong>. Our product already helps 10 million users around the world to meet their cyber protection needs. Our goal is to enter the top The 5 best VPN services in the world.

Key tasks:
• Effective handling of user requests in Zendesk (Chat, e-mail) + social media
• Working with billing requests (Cancel/Refund/Dispute) together with the finance team
• Monitor and respond to user reviews on various platforms such as Trustpilot, Appstore, Google Play, Chrome store, Instagram, Twitter, Facebook, etc
• Maintain the knowledge base and ensure the relevance of information on the department's wiki

Required skills and experience:
• Level of English language proficiency - Upper-Intermediate+ and above, excellent written English
• Experience with ticket systems (Zendesk, Intercom, Freshdesk, etc.) at least 6 months
• Ability to process up to 100 (50-60 on average) cases per day without losing concentration and quality of communication.
• Experience with KPI
• Ability to work in shifts, willingness to work in night shifts (2-3 per week)

It will be a plus:
• Experience with VPN
• Experience with billing requests and payments
• Knowledge of Chinese

At JatApp we value:
• Responsibility for your product and processes
• Orientation on results and persistence in achieving one's goals
• Flexibility and quick adaptation to changes
• Ability to take responsibility and close turnkey tasks
• Continuous development and teamwork

Recruitment process:Interview with a recruiter - Test task - Technical interview - Final interview - Collection of recommendations - Offer

We offer:
• 12 compensated days off per year
• 5 compensated sick days with documents per year
• 3 compensated sick days without documents per year
• Medical insurance (within corporate limits)
• Benefits Cafeteria
• Team building
• Educational portal and internal exchange of knowledge