WOW 24-7

Let’s Build the Next Industrial Revolution Together

Behind every system is a person. We are using technology to empower the people who manufacture medicines for our world. Our team is developing one of the world’s largest manufacturing intelligence AI platforms, built on cutting-edge microservice architecture and modern, object-oriented principles to ensure high performance and reliability.

We are a global leader in Software as a Service (SaaS) for the pharmaceutical and biotechnology manufacturing industries, serving enterprise customers in 25 countries. We are now seeking an ambitious Application Support Engineer to help us redefine the future of pharmaceutical manufacturing.
 

Impact of the Role

In a nutshell: Make everyone’s life easier and better by helping pharmaceutical companies produce and ship medicines faster.

As an Application Support Engineer, you will play a pivotal role in addressing customer inquiries and resolving issues related to our application solutions. Your work will have a significant impact on customer satisfaction and loyalty, directly influencing the platform's reputation and success.
 

What will you do?

• Deliver timely, accurate, and impactful issue resolution to ensure an exceptional customer experience.
• Actively participate in the deployment of technology and application solutions.
• Write technical how-to guides and troubleshooting documents.
• Anticipate and identify potential partner or customer needs before they arise.
• Work closely with the Support Lead and cross-functional teams (Product, Engineering) to escalate issues and provide feedback for product improvement.
• Participate in remediation efforts, system maintenance, and regular patching of our solutions.
• Support user testing activities and ensure expected results are delivered.
   

Requirements & Qualifications

• Bachelor’s degree (or equivalent experience) in IT, Computer Science, Software Engineering, or related fields.
• Minimum 5 years of experience in application support.
• Strong knowledge of Windows. Knowledge of Linux systems and shell is a significant plus.
• Good understanding of networking configurations and protocols.
• Understanding of database engines such as MS SQL, PostgreSQL, or MongoDB.
• Ability to read, parse, and manipulate formats like XML and CSV.
• A "can-do" and "will figure it out" attitude. Strong analytical skills, the ability to multitask in a fast-paced environment, and high standards for documentation.
• Ability to cover schedule: Monday-Friday 10 pm–7 am EEST

We are looking for a Shared Team Leader to support WOW24-7’s multi-project environment. This role is ideal for an experienced team leader with excellent English communication skills, strong operational awareness, and the flexibility to work across several client programs daily.

The Shared Team Leader will dedicate approximately 2–3 hours per day per program to ensure service quality, team performance, and smooth operations. In addition to leadership responsibilities, this role requires readiness to temporarily support the line of business (LOB) as an agent when coverage is needed, such as during periods when agents are unavailable due to illness or other reasons.

Requirements:

✔️Excellent English (C1–C2) with little to no accent.
✔️Previous experience as a Team Leader in customer support, BPO, or a related field.
✔️Ability to manage multiple programs and switch contexts efficiently.
✔️Strong leadership, coaching, and communication skills.
✔️Comfortable with sales-related activities (upselling, presenting solutions, customer follow-ups).
✔️Willingness and ability to step in as a support agent for the assigned LOB when an agent is out of the office.
✔️Strong problem-solving and decision-making skills.
✔️High level of organization and time management.
✔️Ability to work independently in a remote environment.
✔️Tech-savvy and quick to learn new tools and platforms.
✔️Reliable internet connection and suitable home-office setup.

Responsibilities:

➖Lead and support shared agents across multiple client programs.
➖Allocate time effectively across projects based on priorities and workload.
➖Monitor KPIs, SLAs, and service quality.
➖Provide coaching, feedback, and performance support to agents.
➖Handle escalations and assist with complex or sensitive cases.
➖Provide hands-on agent support for the LOB during agent OOO periods to ensure uninterrupted service
➖Support light sales activities when required.
➖Communicate regularly with internal stakeholders and clients.
➖Prepare short reports, updates, and performance insights.
➖Assist with onboarding and training of new agents when needed.
➖Proactively identify risks, gaps, and improvement opportunities.

Would be a plus

✔️Experience in an outsourcing/BPO environment.
✔️Background in SaaS or e-commerce support.
✔️Experience with Zendesk, Gorgias, Intercom, Freshdesk, or similar tools.
✔️Experience with QA processes, KPI management, or process optimization.
✔️Leadership or coaching certifications.

Work conditions:

➖Remote work.
➖The probation period is two months.
➖Schedule: Monday–Friday, 19:00 - 4:00 Kyiv time (12:00 PM – 9:00 PM EST US hours)
➖Shared team model across multiple client accounts.
➖Long-term cooperation opportunity.
➖Competitive compensation based on experience.
➖Clear growth path within the WOW24-7 leadership structure.

We are looking for a Customer Support Specialist to provide excellent service across our tech team.
 

Project 1 You will be working with a SAAS project troubleshooting software issues. Your job will be to take emails, calls and possibly chats regarding the issues/questions the customers might have. You will then follow the workflow of troubleshooting and possibly fixing the issues if they are within our scope.
 

Project 2 You will be working as a Customer Support Representative that supports a foot scanner designed to fit shoes for the customers. You will be contacted by the staff of shoe stores in case the scanner needs to be fixed, or some parts are needed to be sent out. You will be handling calls, emails, and chats providing help with the scanner.
 

Project 3 Your job will be to support a CRM platform that is used by various companies. You’ll be the first line support providing basic troubleshooting steps, collecting information, and reporting urgent issues to the second line. This projects has chats and emails only.
 

Project 4 The project has to do with a publishing software company that aims at gathering various newspapers in one place, specifically a phone app. You will be monitoring publications and notifying an internal team about any delays. You’ll also be the first line of support in case the customers reach out with an issue or a request. This project includes emails and monitoring alerts.
 

Project 5 You will be working with a security software company handling various requests with step by step instructions. You’ll be the first line support receiving tickets from the customers and routing them to the relevant team. The project has emails and calls.
 

Project 6 The project is related to the EV charging company. You’ll be handling tickets as the first line support and performing various tasks using instructions and guides.
 

Requirements:

• Experience with deep software/hardware troubleshooting;
• Experience with multiple CRM systems;
• Jira/Confluence experience;
• An ability to identify issue priorities and react accordingly;
• Dealing with complex systems: building and troubleshooting;
• Excellent time management;
• English knowledge (B2+)
   

Responsibilities:

• Provide exceptional customer service through various channels (phone, email, chat);
• Troubleshoot and resolve tech issues;
• Іdentify and escalate priority issues to the appropriate team members or departments;
• Participate in training sessions and ongoing development to stay updated on product knowledge, company policies, and customer service best practices.
   

Work conditions:

• Remote work;
• The probation period is 2 months;
• Flexible days off (2 per week);
• 2 types of shifts: day 16:00—00:00, morning 08:00—16:00 (Kyiv time)

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

➖ A tool that helps sellers remain competitive across various marketplaces

➖ A 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 a range of issues effectively. Mastery of the escalation process is equally important, making proficiency in both areas essential.
 

Requirements:

• Excellent English, written and spoken (B2)
• 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;
• Participate in training sessions and ongoing development to stay updated on product; knowledge, company policies, and customer service best practices
   

Work conditions:

• Remote work;
• The probation period is 2 months;
• Flexible days off (2 per week);
• 2 types of work shifts: 14:30—23:00, Day 12:00—20:30 with floating 1-hour lunch break