L1 Customer Support Representative (offline)

About project:

The mobile app is powered by AWS cloud-native backend built from scratch following modern microservice architecture and DevOps best practices.

Key requirements:
— Excellent written and verbal communication skills in English
— Good understanding of Information Systems at the user and corporate level
— Minimum 1-year experience in a Helpdesk or Support Role
— Good problem-solving skills
— Good client-facing skills


Will be plus:
— Salesforce ServiceCloud, Helpshift knowledge is an advantage
— Experience in B2C product support
— Familiarity with tolling industry or mobile app support
— Additional language proficiency in Spanish a major plus


Duties and responsibilities:
— Provide daily support via chat and email to users of mobile app technology including answering questions, helping customers understand the service, analyzing problems, and quickly forming solutions to customer satisfaction.
— Perform back-office tasks such as processing transaction disputes, rejected transactions, responding to social media, app store reviews, and customer feedback.
— Maintain detailed records of daily interactions with customers, reported issues, and completed solutions along with any further actions required of management.
— Contribute to the improvement of documentation, such as Standard Operating Procedures and training manuals, and troubleshooting procedures.
— Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
— Maintaining a positive, empathetic, and professional attitude toward customers at all times.


We offer:
Schedule (Kyiv Time):
Saturday-Sunday — 22 pm — 6 am (GMT+2)
Monday, Thursday, Friday — 22 pm — 6 am (GMT+2)
Tuesday, Wednesday — days-off

— Competitive salary
— The ability to focus on your work: a lack of bureaucracy and micromanagement
— Ability to work remotely
— Paid vacation (24 working days) and sick leaves
— VIP Medical insurance
— English speaking club with a native speaker.

IT experience is not required.

Come along for the ride!
We’re always looking for passionate, game-changing people to join our team of innovators. Drop us a line if you think you’re the right fit.

Want to join us? Submit your CV in English - we're waiting to hear from you :)

About Alcor

ALCOR is a growing tech company that offers an all-in-one-place solution for tech product companies to build their software R&D centers from 0 to 100 developers in LATAM and Eastern Europe.

Our solution includes:
✔ recruitment of software developers in Ukraine, Poland, Romania, Mexico, Colombia, Chile, and Argentina;
✔ Employer of Record service to secure your hiring in a new country;
✔ legal & compliance services;
✔ equipment purchases, office rent & other back-office support
so that remote development teams can fully concentrate on product development with nothing to worry about.

Our clients are software companies & startups from Europe and the USA that want to build a team of software engineers and stand with Ukraine💙💛

Company website:
https://alcor-bpo.com/

DOU company page:
https://jobs.dou.ua/companies/alcor/