Customer Support Specialist (IT) in Introduct Group

Introduct Group is seeking a specialist with exceptional communication skills to join our support team. If you are passionate about delivering exceptional customer service and have a genuine interest in the IT field, we want to hear from you. We are open to considering candidates without prior work experience.

Your primary responsibility will be to assist our customers, ensuring a seamless experience with our services. Communication with customers will take place via online chat , phone  (10%), or email , supported by tailored scripts. Your tasks include identifying pertinent details, gathering additional information from various monitoring systems, and making decisions on issue resolution or escalation.

Daily interaction with internal clients and external partners is essential to ensure smooth collaboration, with the ultimate goal of ensuring customer satisfaction and personal fulfillment.

Please submit your CV in English! 

Requirements

• You believe in delivering outstanding customer service and are dedicated to achieving this standard.
• A positive attitude, strong communication skills , responsibility, resilience, and a solutions-oriented mindset are crucial.
• Quick learner who enjoys tackling complex challenges ??.
• Ability to balance work and studies, making it ideal for students .
• Currently enrolled in or graduated from a technical university is a plus .
• Interest in continuous learning and growth within the IT field .
• Previous experience in a team environment  is a plus, but not required.
• Willingness to work a schedule, including 12-hour night shifts (from 7 pm to 7 am), weekends, and holidays .
• Preference for office-based work , as remote work is not available for this position.
• Excellent proficiency in both spoken and written Ukrainian  and English .
• Must be open to business travel opportunities to Estonia ?? and enjoy discovering new countries and cultures .

Responsibilities

• Providing high-quality support to clients through various communication channels, including messaging  and email .
• Assisting clients in resolving their inquiries and ensuring a positive experience .
• Handling rare cases of communication with clients via phone .
• Resolving customer requests.
• Working night shifts  with low workload.
• Daily interaction with internal clients and external partners to ensure smooth collaboration .
• Maintaining communication with clients and ensuring high levels of feedback .
• Managing primary escalation of problem situations .
• Organizing and managing all product support activities .
• Participation in compiling departmental reports .
• Organizing support work in all directions.
• Participation in resolving critical incidents .

Desirable Skills:

• Experience in a technology company .
• Familiarity with databases .
• Strong team player .
• It would be a big plus if you know the Estonian language !

Working Conditions and Benefits

• Shift-based work schedule  (12-hour shifts, including nights , weekends, and holidays ).
• Office-based work , with no remote work option.
• Collaborative environment with a team of professionals .
• Official employment, under a DiyaCity contract .
• Paid vacation days .
• Salary comprised of a base rate and bonus .
• Opportunity for business travel ??.
• Comprehensive training provided .

Why Work at Introduct?

• Career Growth Opportunities: You have the opportunity to transition into roles such as an account manager, where you communicate with clients and identify their needs, or into IT positions.
• IT Academy: Our company has an IT academy that trains newcomers in the IT field.
• Innovative Environment: You can always approach management with suggestions for improvement, and your ideas will be heard and considered.
• Leadership Development: You have the chance to grow from a simple support agent to a team lead, developing your managerial skills.

About the Company:

Introduct is a leading outsourcing company, specializing in solving complex operational, technological, and strategic challenges across various industries. We assist clients in different countries in the following sectors:

 Gambling and iGaming
 Insurance and Fintech
 Crypto banking
 Statistics and big data analysis

We are committed to providing high-quality customer service and are constantly seeking talented professionals ready to join our dynamic team.

If you are excited to join our team and elevate customer service to new heights, please send us your CV and apply for the position today !