Customer Support Representative in E-chat

E-chat is a Ukrainian IT service specializing in the integration of messengers with popular CRM/ERP systems. Our team develops unique tools for automating business communications on the international and Ukrainian markets.

We are currently scaling up and launching a new modern B2B SaaS product at the intersection of AI and telephony, which will help businesses take customer experience to a new level.

So we are looking for a

What you will do:

• Prompt handling of customer requests (chat, mail, calls).
• Initial technical diagnostics, checking of logs, HTTP statuses and API integrations.
• Working with CRM cases, admin panels and databases.
• Escalation of complex cases to L2 with full information transfer.
• Informing customers about the status of requests.
• Maintaining internal documentation and statistics.

What we expect from you:

• Experience in support of 3 years (preferably B2B SaaS, IT or telecom).
• Understanding of web technologies, API, webhooks and integrations.
• Basic understanding of IP telephony (or willingness to quickly to learn).
• Troubleshooting and problem analysis skills
• Experience working in a multi-channel environment (Chats + Voice).
• Literary Ukrainian and English (B1/B2 for documentation and English-speaking clients).
• Resistance to stress, empathy, autonomy.
• Attention to details, ability to work in multitasking.

Will be a plus:

• Experience with CRM/Helpdesk systems and task trackers.
• Experience with SaaS projects.
• Basic knowledge SQL.
• Experience with financial documents.
• Knowledge of tools: Jira, Google Docs/Sheets, Dashly/Carrotquest, Adminer.
• Multichannel experience (chats + voice).

Work format

• Full time, 5/2.

• Working hours: 09:00-19:00.

• Remote working format.

• SLA of the first response - up to 5 minutes during working hours.

What we offer:

• Stable long-term cooperation in a food company.
• Competitive payment with regular reviews based on resultsand jobs.
• The possibility of technical growth to the L2 level and delving into analytics and product architecture.
• Participation in the launch and development of a new service.
• Space for initiative and a real opportunity to influence processes.
• Open team culture and a minimum of micromanagement.
• Cooperation in proactive and collaborative environment.
• Paid vacation and sick leave.