Technical Support Specialist

Genesis is a full-service international IT company. More than 1,500 people in five countries create products for more than 200 million unique monthly users. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem consists of more than 15 companies and an investment fund.

EverHelp is a project in the Genesis ecosystem. We’re a team of professionals, that’s developing outsourcing support services for plenty of products all over the world at a dynamic tempo. The project launched in 2021, and last year we experienced a yearly growth rate of +82%. Since February 2022, we've managed to preserve all our workplaces and, most importantly, we continue to strengthen our team while maintaining an employee satisfaction rate of over 90%.
 

We are currently seeking a Technical Support Specialist for our new client.

You can put yourself in the customers' shoes and remain helpful, patient, and cheerful. Does that sound good? Then keep reading!
 

Your future responsibilities include:

• Diagnose and resolve basic user and technical issues: triage incoming requests, provide solutions, and guide users through product functionality.
• Ensure customer-focused communication by delivering fast, accurate, and empathetic responses.
• Collaborate cross-functionally, escalating issues when needed and working closely with engineering, product, and customer success teams.
• Monitor internal Slack channels for support-related escalations and follow up promptly.
• Maintain and update knowledge base and documentation to keep the Help Center accurate and useful.
• Provide occasional user support via Zoom or Teams in addition to email-based communication.
   

Needed experience & skills:

• You have at least 2-3 years of technical support experience,
• C1 level of English (written and spoken)
• Experience with Zendesk or another HelpDesk tool
• Proficiency in Google Sheets or Excel
• Strong basic troubleshooting skills
• Familiarity with project management tools (e.g., Jira, Shortcut, Linear) is a plus
   

Working with EverHelp is about:

• 20+ vacation days and 10 sick leaves per year,
• Ability to work fully remotely,
• A professional team of specialists, ready to share their expertise, along with internal communities and team activities, fosters continuous learning and development both within the team and on an individual level,
• Opportunity for a career growth. 32% of our teammates obtained a new role during their first year of work in our company. 86% of our Team Leads have been our Customer Support Agents in the past.
   

Submit your resume and join our team!