Customer Support Agent in JatApp

JatApp is 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, and the company's biggest product is a cross-platform VPN service. The product is 5 years old and has seen 97% revenue growth in the past year alone and continues to gain momentum. Key Responsibilities: Effectively resolve customer inquiries (e-mail, social media, etc) Communicate inquiries to QA and development teams to improve the overall quality of our products Track and respond to user feedback on various platforms such as Trustpilot, Appstore, Google Play, Chrome store, Instagram, Twitter, Facebook, etc. Participate in the processing of billing requests for refunds, refunds and cancellations (Cancel/Refund/Dispute) Required skills and experience: Experience working as a Support Agent from 1 year Experience working with ticket systems (Zendesk, Intercom, Freshdesk, etc.) from 1 year Experience working with billing requests and payments Ability to work on a variable schedule (including night shifts) Full-time: Morning : 07:00 - 15:00; Day: 15:00 - 23:00; Night: 23:00 - 07:00 (Kyiv time) Excellent written English — Upper-Intermediate (B2) and above Understanding of IT technologies at the level of an experienced user Ability to process up to 100 (50-60 on average) requests per day without losing concentration and communication quality Strong communication skills Focus on solving customer problems, an analytical approach to user problems Focus on improving the quality of project customer service Proactivity and the ability to work not only according to templates The ability to effectively manage time, prioritize tasks and adapt priorities depending on the situation. It will be a plus: Knowledge of Chinese Experience with VPN At JatApp we value: Responsibility for your product and processesResult-oriented and persistent in achieving your goalsFlexibility and quick adaptation to changesThe ability to take responsibility and close turnkey tasksContinuous development and teamworkWe offer: Medical insurance after the end of the trial period12 working days of paid vacation per yearAccess to knowledge library: corporate courses and books