Customer Support Agent (EverHelp) 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 it is growing by 82% annually. 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.
• We provided the entire team with mobile stations and batteries.
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• We continue to work steadily for the future of Ukraine.

As we continue to expand, we are looking for a responsible Customer Support Agent who will implement, develop and maintain high quality standards of service to our customers

Your tasks:

• Processing user requests via e-mail, and in the future possibly also via chats and calls,
• Checking customer information and analyzing the history of previous requests,
• Identifying the source and context of the request,
• Identifying and documenting bugs, collecting and communicating product feedback,
• Clarifying details in complex cases,
• Ensuring minimization of the risks of chargebacks and appeals that may negatively affect the company's reputation,
• Identification of cases that may have legal or financial risks and their timely escalation,
  
   

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,
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• Able to work independently and as part of different teams,
• You are attentive, persistent and focused on finding solutions,
• Flexible to the work schedule (you 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:< /p>

• Experience with major CRM systems,
• Experience with email management software and tools for communication,
• Understanding the principles of payment systems and experience in compiling bug reports,
• Confidence, enthusiasm and ability to manage workload,
• High empathy, good memory, ability to work under pressure,
• Desire to develop your knowledge and skills,

A job at EverHelp is:
 

• Great opportunity to start your career in IT from scratch and grow to C level positions,
• Opportunity to join the Ukrainian product and help the economy of our country,
• Free training in running, football, basketball, volleyball and yoga, corporate discounts on subscriptions to gyms,

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