Customer Support Agent $ Offline

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 company 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 we've 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 seeking a professional, customer-focused support specialist with strong problem-solving skills and fluent English, capable of handling both technical and service inquiries.
Your future responsibilities include:

• Handle customer inquiries via email and chat (calls/video calls are very rare), including cases additional context/manual checks are needed.
• Perform initial diagnostics and prepare tickets for L3 (Dev/internal senior support).
• Update and create basic help articles according to company guidelines.
• Contribute to reducing workload for the in-house support specialist covering L2 and L3 issues.

Needed experience & skills:

• 2+ years of experience in Customer Support.
• Experience with customer service tools such as Intercom, Jira, Slack, and Notion.
• Professional / fluent English; ability to write clear, concise, and technically accurate communication.
• Ability to understand customer needs, empathize, and work effectively under pressure in a team-oriented environment.
• Flexibility and proactiveness in managing high ticket volumes.
• Strong problem-solving, structured follow-up, and active listening skills.

Nice to have skills:

• Knowledge of additional languages (e.g., Dutch, French).
• Experience in technical support for hardware/software issues or service-related inquiries.
• Familiarity with content creation for help articles or knowledge bases.

Work with EverHelp is about:

• 20+ vacation days and unlimited sick leaves,
• 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!