Front-line Support in Centredo

WhiteDoc is a cloud platform for exchanging documents and structured data, automating business processes and integrating with corporate IT systems. We work with medium and large businesses.

Requirements:

• experience in a similar position - user support input line, at least 1 year;
• Ukrainian language - excellent oral and written; 
• high sociability — the ability to communicate clearly, structured, friendly, (calm reaction to "difficult" customers); 
• confident PC user — MS Office (Word, Excel, Outlook, Teams), browsers, cloud services;
• ability to quickly navigate new interfaces; 
• readiness and desire to understand the product — the field of electronic document management; 
• attention and responsibility, meeting deadlines and no lost requests.

It will be an advantage:

• experience working with a ticket system or Service Desk (Zoho Desk, Zendesk, or similar);
• understanding of the principles of operation of SaaS products or electronic document flow;
• ability to navigate in English-language software interfaces and basic understanding of technical terms;
• experience of training or product demonstrations for users; 
• ability to learn quickly and independently search for answers in the knowledge base.

Main tasks:

• accept and register all incoming calls to the Service Desk (chat, email, phone); 
• consult users on typical issues: registration, authorization, basic functionality, navigation in the system, working with documents; 
• identify the type of client and the type of request;
• determine the priority and processing route; 
• close simple requests independently - goal: ? 65% of appeals without escalation; 
• escalate complex and technical questions in L2: with preliminary collection of basic information and a completed comment in the ticket; 
• escalate requests from SLA-partners to L3: immediately, without delay, with a message to the client; 
• monitor the statuses of own tickets;
• inform customers about the status of their request, deadlines and next steps;
• collect feedback from customers and record recurring problems for transfer to the team; 
• interact with L2 colleagues for internal consultations in real time; 
• conduct product training for users as needed; 
• make remote connections to the client if necessary; 
• get familiar with product updates and keep your knowledge up to date.

We offer:

• direct interaction with management;
• product with real enterprise cases;
• official registration from the first day of work;
• можливість реального кар'єрного зростання ;
• a comprehensive system of adaptation and mentoring, we pay a lot of attention to the adaptation of new team members;
• a corporate culture that motivates and unites;
• corporate events and team building from the company, we are active and like to spend time together;
• work schedule: Mon-Fri - from 09:00 to 18:00;
• competitive compensation;
• remote hybrid work format and a comfortable office in Kyiv if desired.