Customer Support Agent (EverHelp) in Genesis

August 20, 2024 First job

Customer Support Agent (EverHelp)

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Genesis is an international IT company that provides 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.
• 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 Customer Support Agent to implement, develop and maintain high standards of customer service.

• Handling user requests via e-mail, and in the future maybe also via chats and calls,
• Verification customer information and history analysis of previous requests,
• Determining the source and context of the request,
• Identifying and documenting bugs, collecting and transmitting product feedback,
• Clarification of 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 are able to resolve customer complaints politely, professionally and in a timely manner,
• You are able to work independently and in different teams,
• You are attentive , persistent and solution-oriented,
• Flexible with the work schedule (you may have to work at night and on weekends),
• You have a strong work ethic and are also quick to adapt to changes in a dynamic business environment,

It will be cool if you have:

• Experience work with basic CRM systems,
• Experience with email management software and communication tools,
• Understanding of the principles of payment systems and experience in compiling bug reports, < /li>
• Confidence, enthusiasm and ability to manage workload,
• High empathy, good memory, ability to work under pressure,
• Desiredevelop your knowledge and skills,

Working at EverHelp is:

• A 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 running, football, basketball training , volleyball and yoga, corporate discounts on subscriptions to gyms,