Customer Support Agent Offline

We are a product company working in the global market. Right now we are a team of 100+ amazing Ukrainians working 100% remotely from day 1. We have 4000+ customers all over the world using our platform every day. And now we are looking for a great Customer Support Agent to join our great team :)

As a Customer Support Agent you will be the first point of contact for Reply.io users for all issues that may arise, and will be responsible for maintaining the company’s commitment to world-class client experience, solving problems quickly, and following up with result. You should have excellent communication and problem-solving skills, and be able to effectively assist customers with their inquiries and issues.

Also you can learn more about the company by watching the interview with Reply’s CEO and Founder (see it below).

Expected Offer Date: Mid-January 2024

Requirements

• 1+ year of experience as a customer support

• Experience with Intercom chat (as a plus)

• Good eye for details and sense of ownership

• Ability to work under stressful situations independently with a good time management

• Excellent Ukrainian and English communication skills, both written and verbal

• High cognitive and technical skills

• High level of empathy

• Skill to concentrate and to be extremely attentive and persistent to find, read, remember, put into practice an information from diverse sources

• Very good memory, critical thinking + logic.

Responsibilities

• Work alongside the Head of Customer Support, Customer Support Team, L2 Tech Support Team to ensure the experience of Reply.io users is a world-class and completely smooth throughout all phases of engagements

• Handle inquiries via Intercom (mostly) and other communication channels to answer all questions and issues accurately and rapidly

• Communicate effectively with users and address issues rapidly and fully, either on your own or by pulling in other relevant parties and seeing the problem through to its full resolution

• Work closely with the success and development departments to identify the roots of potential problems and develop solutions that are sustainable and effective.

Work in shifts (Kyiv time)

Currently, our team operates in shifts from 9 a.m. to 2 a.m. (Kyiv time), and we are eager to welcome new team members for the following shifts:

• 17-01:00

• 18-02:00

Furthermore, it would be highly advantageous if you could consider the possibility of working night shifts in the future:

• 00:00 - 08:00

• 01:00 - 09:00

• 02:00 - 10:00

We offer

• Working with the leading product on the US and Global market

• Real opportunity for professional growth and self-improvement

• Small and focused agile teams

• Ability to focus on your tasks

• Work from home or co-working space (we cover the co-working costs)

• We provide the latest equipment and any necessary things for your comfortable work

• Access to internal business literature, training, seminars

• We compensate the cost of courses / conferences / meetings in Ukraine and abroad

• Unlimited number of sick leaves

• Free professional help from a corporate psychologist in an online format

• Amazing and accessible CEO who is ready to help

• Awesome colleagues and a pleasant working atmosphere

• Corporate celebrations and fun activities, some of them unforgettable.