Customer Support Representative

We are looking for a Customer Support Specialist with technical skills to provide excellent service within our project. The project involves providing continuous support for three platforms:
➖Help desk system
➖Tool that helps sellers remain competitive across various marketplaces
➖Tool that enables users to obtain positive feedback
As the first line of support, agents should possess a deep understanding of troubleshooting processes and methodologies, as well as the ability to address different issues effectively. Mastery of the escalation process is equally important, making proficiency in both areas essential.

Requirements:

➖Excellent English, written and spoken (B2.2)
➖Outstanding written and verbal communication prowess
➖Background in customer support or experience in a SaaS project
➖Ability to act in non-standard situations
➖Ability to explain the complex in simple words
➖Professional attitude
➖Strong technical mindset is mandatory: ability to investigate systems, identify issues, and learn independently through hands-on exploration.

Responsibilities:

✔️Provide telephone support, answering questions about products (calls, tickets, and chats).
✔️Manage upgrades through proper escalation channels.
✔️Process or escalate cancellations based on the client tier.
✔️Explain the technical details of the projects to customers.
✔️Address and resolve customer complaints effectively.
✔️Manage refund processes after obtaining approval from the internal team.
✔️Operate live chat support for pre-sales inquiries.
✔️Offer post-sales support via live chat.
✔️Answer technical questions through a live chat interface.
✔️Provide billing support to customers across all communication channels.

Work conditions:

✔️Remote work
✔️The probation period is two months
✔️2 non-fixed days off per week
✔️3 types of work shifts: 08:00–16:00 – morning shift; 16:00–00:00 – day shift; 00:00–08:00 – night shift (Kyiv time)