T2 Support Team Representative (offline) from $1000

In iContact, we provide small and medium businesses worldwide with best-in-class automation and email marketing solutions and knowledgeable team members. Made scalable to serve the needs of high-volume senders, professional marketers, and businesses new to email, our easy-to-use technology ensures that every customer has what they need to succeed.

iContact is a rapidly expanding company based in Morrisville, NC.


Job summary

iContact Technical Support team is looking for Customer Service Representatives to join us in our Odessa (Ukraine) office as part of our Global Support team. In this role, you will provide technical support for iContact clients.

As a Customer Service Representative, you will fulfill standard requests and perform troubleshooting procedures using telephone, chat, email, internal ticketing and CRM systems.

Primary job responsibilities

• Serve as a single point of contact for phone calls and chat from customers regarding their technical issues, requests, and queries
• Accurately process and make call logs
• Escalate unresolved calls to technical departments, using task tracking systems
• Maintain exceptional customer service for all support queries and adhere to standard processes and procedures
• Respond to emergency situations as assigned

Required skills

• 1+ years of customer service experience in any sphere
• Solid written and verbal communication skills; proficient language skills in English
• Confident user of software
• Good all round computing skills
• Ability to explain technical issues to customers in a calm and concise manner
• Solid critical thinking and problem-solving skills
• Willingness to work with people
• Ability to cope with stressful situations
• Ability to learn quickly and adapt to a fast-paced support environment
• Ability to work in both of the following shifts: Mo-Fr 16:00-01:00 or 17:00-02:00 - weekly rotation

Would be a plus

• Previous experience working in a chat and phone-based support role is a plus
• Experience in troubleshooting and logs reading
• Experience working with CRM and ticketing systems
• Basic HTML knowledge

We offer:

• 40-hour workweek
• Free opening and dedicated accountant for your PE (FOP) with full tax coverage
• Company laptop
• Cozy and spacious office with a kitchen and free coffee and snacks
• A transparent assessment and reward policy with a yearly review
• A flat company hierarchy and employee empowerment
• Team building events
• Free English lessons
• Free office parking (Levitana Street)
• Free taxi trips from work to home at night

About SMTP

SMTP.com stands as a trailblazer in cloud-based email services, now proudly under the Ziff Davis Martech brand. Renowned as the first to introduce web-based email as enterprise software, we ensure highly reliable delivery for extensive commercial senders.

Dedicated to crafting a dependable email solution, SMTP.com safeguards emails' successful delivery to the inbox while combating spam. Our relay solutions facilitate the delivery of billions of emails monthly, empowering you to send and monitor high-volume emails. We go beyond by providing guidance and support to help businesses comprehend deliverability intricacies and enhance their practices.

With a rich history of over 20 years in industry-leading deliverability, SMTP.com offers robust features and expert advice to guarantee your emails land securely in the inbox.

Our mission is to demystify and establish authority in email deliverability, empowering individuals with the knowledge needed to ensure their emails successfully reach the inbox.

Company website:
https://www.ziffdavis.com/brands/martech

DOU company page:
https://jobs.dou.ua/companies/smtp-inc/