Customer Support Agent in Everhelp

Genesis is an international IT company that provides a full range of services. More than 1,500 people in five countries create products for more than 200 million unique users every month. We are one of the largest partners of Facebook, Google, Snapchat and Apple in Eastern Europe. Our ecosystem consists of more than 15 companies and an investment fund.

EverHelp is a project in the Genesis ecosystem. We are a team of professionals developing an outsourced support service for many clients around the world at an increasing pace: the project was created in 2021, but in the last year we have grown by 82%. Currently, our employees are safe, we have kept all jobs, in addition, we continue to strengthen our team and keep the Retention Rate at a level of at least 90%.

Our position:

• We are against war and unjustified aggression.
• We evacuated company employees and their relatives from war zones, helped them find housing and provided financial support.
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• The entire team was provided with mobile stations and batteries.
• We continue to work steadily for the future of Ukraine.

As we continue to expand, we are looking for a responsible style="font-weight: 600; font-style: inherit">Customer Support Agent who will implement, develop and maintain high standards of service quality for our customers.

You will:

• Handle user inquiries via email, and in the future, possibly via chats and calls,
• Check information about the client and analyze the history of previous requests,
• Determine the sources and context of the request,
• Identify and document bugs, collect and communicate product feedback,
• Specify details in complex cases,
• Minimize the risks of chargebacks and appeals that may negatively affect the company's reputation,
• Identify cases that may have legal or financial risks and escalate them in a timely manner.

About you:

• You speak English at the Upper-intermediate/Advanced level: competent written and spoken language,
• You have excellent communication skills: you know how to politely, professionally and timely resolve customer complaints,
• Able to work independently and as part of different teams,
• You are attentive, persistent and solution-oriented,
• Flexible with work schedule (may have to work at night and on weekends),
• You have a strong work ethic and can quickly adapt to changes in a dynamic business environment.

It will be cool if you have:

• Experience of working with basic CRM systems,
• Experience with email management software and communication tools,
• Understanding the principles of payment systems and experience in compiling bug reports,
• Confidence, enthusiasm and ability to manage workload,
• High empathy and good memory,
• The desire to develop your knowledge and skills.

A job at EverHelp is:

• The opportunity to join a Ukrainian company and help the economy of our country,
• 20+ days of vacation and sick leave without restrictions,
• Medical insurance and +10 additional Healthcare weekends to restore your condition and resources,
• Ability to work completely remotely,
• A professional team of specialists ready to share their expertise, internal communities and team activities that promote continuous learning and development both in the team and at the individual level,
• Opportunity for career growth to a leadership role: 32% of our employeeswho moved into new positions within their first year with the company, 86% of our Team Leads are our yesterday agents,
• Free sports training, corporate discounts for subscriptions to gyms and a wide range of services not about sports.

Don't delay! Send your CV and join EverHelp.