Night Shift Customer Support Specialist (12-Hour Shifts) in Introduct.Tech

Description
We are seeking a specialist with exceptional communication skills to join our product 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 📞, 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 technical issues 🛠️ and 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 📑.

• Participation in resolving critical incidents ⚡.

   

Desirable Skills:

• Experience in a technology company 💻.
• Familiarity with databases 🗄️.
• Strong team player 🤝.
• It wouldbe a big plus if you know the Estonian language 🇪🇪!

Working Conditions

• 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.

If you are ready to join our team and help us reach new heights in customer service, we look forward to your application 📧.