Customer Support Specialist 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 company 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 combat zones, helped them find housing and provided financial support,
• We provided the entire team with mobile stations and batteries,
• We continue to work steadily for the future of Ukraine.

The vacancy is open due to the growth of the project EverHelp (we grew by 82% in the last year).

Primary mission of the role: to provide a high level of customer service via chat/ticketing/email, promptly resolve issues related to transactions, bonuses, access and technical difficulties. Maintain brand reputation and promote user retention.

Work schedule: (according to Kyiv):
4 shifts per week, of which 1 is night shift:
Morning shift 07:00 - 16:00
Day shift 15:00 - 00:00    
Night shift 23:00 - 08:00    

You will:

• Communicate with customers through live-chat, email, tickets.
• Resolve issues related to deposits, withdrawals, bonuses and KYC verification.
• Keep internal notes, work with CRM/Back-office and escalate complex cases to the appropriate teams (Risk/Payments/Tech).
• Adhere to brand tone and policies.

About you:

• Experience in Customer Support from 6-12 months.
• Fluency in English language (level B2-C1 - mandatory).
• Understanding Customer Support and experience with CRM/Helpdesk (Zendesk, Freshdesk/Intercom).
• High stress resistance, attention to detail, literacy and willingness to work according to procedures, including night shifts.

A job atEverHelp is:

• An opportunity to join a Ukrainian company and help 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, a corporate doctor and a psychologist,
• Continuous training and development both in a team and individually (compensation for conferences, webinars, professional courses),
• Opportunity to work from the Lviv or Kyiv office with free breakfasts and lunches, as well as completely remotely,
• Professional team of specialists who are ready to share their expertise, internal communities and team activities,
• Corporate discounts on gym memberships and a wide range of services sports.

Don't delay! Submit your CV and joinEverHelp.