Customer Support Specialist in Universe Group

Customer Support Specialist

Kyiv (hybrid), remote

We are looking for a responsible and attentive Customer Support Specialist who will respond quickly, timely and qualitatively to user feedback and needs and will ensure effective communication between users and businesses.

By joining, you will become part of a Ukrainian company that launches global IT products. The Universe group of companies creates mobile applications and web platforms to simplify and improve the quality of people's lives.

You will be working in the business is an ecosystem of iOS mobile applications, the most famous of which are Scan Guru, Translator Guru, Cleaner Guru and Assist. Every day you will deal with products that are the flagships of the App Store in their niches and have an audience of millions of users around the world (the main markets are the USA and Europe). We also actively develop AI-based applications, so you will have a unique opportunity to work with innovative products.

Your future tasks:

• Communication with users using Zendesk, App Store, Google Play Market, mail.

• Processing and assisting in the resolution of user requests.
• Reporting bugs/problems while using the products to the QA team.

• Processing and analysis of feedback and customer requests (from pages, mail) and transfer to the product team to improve applications.

• Interacting with the product team to identify and resolve issues.


What you need to join us:

• From 6 months of experience in the written support department of English-speaking customers.
• Knowledge of English at the Advanced level.
• Analytical skills: the ability to analyze data and draw conclusions.
• Competent oral and especially written language.
• Proactivity, the ability to find the necessary information, the desire to help and solve user problems.
• Scrupulosity, attention to details.

Will be an advantage:

• Experience with the App Store.
• Experience with CRM (Zendesk).
• Confident level of mastery of Excel.

What we offer:

• Convenient work format - you independently decide whether to work remotely, in the office (Kyiv or Warsaw), or to combine these options. The office has everything you need for comfortable work, namely: breakfasts, lunches, walking tracks, a silent room for the focus of attention - and many more pleasant little things that await you in our space.
• Culture of development and learning - we believe that the results of the company depend on the team, skills and knowledgecolleagues We constantly conduct internal team training to improve skills and attract experts from the Ukrainian market or the world.
• Career growth — the learning culture promotes the rapid development of colleagues. On average, our team grows to 10 managers per year. Career development depends on desire and achievement of set goals. There are also large professional communities waiting for you, with the help of which you can improve your hard skills.
• Some of the best conditions on the market of companies in Ukraine are competitive remuneration, 20 working days of paid break, cooperation through FOP or within Diya City, 100% payment of sick leave, medical insurance and free online consultations with a corporate doctor.
• Care and support during wartime - we make sure that everyone in the team feels safe during a full-scale war in Ukraine. If necessary, we help with the relocation of employees and their relatives, and help provide charging stations and everything necessary for comfortable work. In addition, we are doubling all donations from our colleagues to charity meetings to close military inquiries faster.

Send your resume and become part of our universe.