Information support specialist for the "Electronic border crossing queue" project in Fond Shidna Evropa

The Eastern Europe Foundation within the framework of the USAID / UK Dev project "Support for digital transformation" announces a competition for the position of specialist in information support of the project "Electronic border crossing queue » to advise users in English, Polish and Ukrainian languages.

The project "Electronic border crossing queue" was created by the Ministry of Infrastructure in cooperation with the Ministry of Digital Transformation, The State Transport Safety Service, the State Highway Agency, the State Customs Service and the State Border Service with the support of USAID / UK Dev "Support for digital transformation". The project "Electronic Border Crossing Queue" increases the transparency of border crossing and reduces corruption risks, because it minimizes the influence of the human factor on the formation of the queue and eliminates abuses that can occur due to congestion at checkpoints.

Term of engagement: 6 months (possible contract extension).

Basic tasks" weight: 700"> and responsibilities:

• Provide informational support to users of the queue.
• Communicate regularly with users (e-mail, feedback form on the echerha.gov.ua website, telephone) in accordance with the instructions agreed by the technical and communication team of the Ministry of Infrastructure.
• Participate in regular meetings (online calls) with stakeholders to clarify user requirements for information systems.
• Maintain regular incident logging.
• Join the development of training materials, instructions and manuals for system users.
• Participate in educational trainings and seminars on using the system for all process participants (system users).
• Create lists of bugs, as well as suggestions and requests from users.
• Form a list of frequently asked questions for writing answers and later uploading them to the FAQ section on the portal of the Electronic Border Crossing Queue.
• Participate in manual information system testing and bug tracking.
• Communicate with all stakeholders involved in project implementation, in particular with representatives of government bodies, developers, etc.

Requirements for the candidate:

• Higher or partial higher education (in the field of transport or related fields will be an advantage).
• Minimum of one (1) year of experience working in non-commercial contact centers and/or technical customer support.
• The ability to structure elements of information systems and determine possible solutions.
• Knowledge of English/Polish and Ukrainian at a level sufficient for informational support of users (oral and written).

Skills and competencies:

• Developed organizational skills and attention to detail.
• Experience of communication and interaction with users, clients.
• Communication and ability to work in a team.
• Ability to teach untrained users.
• Willingness to learn new technologies and products.
• Experience in implementing and using software products is an additional advantage.
• Knowledge of legislation in the field of transport will be an advantage.

Suggestions, please send until 23:00 at 17 June 2024 yearat: [email protected] with the label "DTA_Call Center eCherga".

Contact information:

Vitaly Velichko, procurement expert of the Eastern Europe Fund,

[email protected]