WOW 24-7

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

The Onboarding Specialist will be responsible for coordinating and executing client onboarding across multiple projects. The role focuses on preparing training materials and knowledge bases, supporting tool setup (CRM/helpdesk), coordinating stakeholders (Sales, Operations, QA, Trainers, Clients), and ensuring smooth project launches.
This position plays a key role in standardizing onboarding processes and improving training quality across WOW24-7 projects.

Requirements:

✔️2+ years of experience in customer support, onboarding, training, or operations (BPO/outsourcing is a strong plus)
✔️Strong organizational and coordination skills
✔️Experience creating documentation/knowledge bases/training materials

✔️Confident written and spoken English (B2+/C1)
✔️Ability to manage multiple projects simultaneously
✔️Experience with CRMs / helpdesks (Zendesk, Gorgias, Intercom, Freshdesk, HubSpot, etc.)
✔️Strong attention to detail and structured thinking
✔️Comfortable working with Google Docs / Sheets / Excel
✔️Proactive mindset and ownership of tasks

Responsibilities:

➖Coordinate client onboarding from contract signing to go-live
➖Prepare and structure knowledge bases and training materials (AcademyOcean / Google Docs)
➖Support CRM/helpdesk setup (channels, access, workflows, integrations)
➖Align onboarding activities with Sales, Operations, QA, Trainers, and Clients
➖Organize and support agent training processes (dedicated, shared, tech-shared teams)
➖Maintain onboarding documentation, templates, and checklists
➖Track onboarding progress, risks, and blockers
➖Participate in improving onboarding standards and internal processes
➖Support handover from onboarding to operations and ensure readiness for production
➖Collect feedback and contribute to continuous improvement

Would be a plus:

✔️Previous experience in BPO / customer support outsourcing
✔️Experience with LMS platforms (AcademyOcean or similar)
✔️Understanding of KPIs, SLAs, and support metrics
✔️Basic technical background (APIs, integrations, SaaS tools)
✔️Experience with Six Sigma/process optimization
✔️Experience working with international clients

Work conditions:

🕙 Standard EU business hours with flexibility when supporting client launches: Monday to Friday, 10:00–18:00;
🌱 2-month probation period with full support from the team to help you quickly dive into the processes;
🏖 18 paid vacation days per year to rest and recharge;
🤒 15 paid sick leave days to cover unforeseen situations;
🤝 An open and friendly team where ideas and initiative are truly valued;
➖Long-term cooperation with paid training period;
🚀Opportunity for growth within the Onboarding Department.

We are opening a position for a Team Lead in our Service Delivery Department at WOW 24−7.

This role is key to ensuring exceptional service delivery, strong team performance, and seamless client communication.

The Team Lead will oversee daily operations of multiple shared or dedicated projects, monitor KPIs, drive process improvement, and coach agents to achieve excellence in quality, productivity, and compliance.

The role requires a proactive, data-driven leader who combines analytical thinking, people management, and client-facing communication skills.
 

Requirements:

• Minimum 1+ year of experience as a Team Lead, Supervisor, or QA/SME in a BPO or customer service environment
• Strong knowledge of operational KPIs (SLA, AHT, FRT, QA, utilization, etc.)
• Excellent leadership, communication, and conflict management skills
• Experience managing remote and multicultural teams
• Strong analytical skills and proficiency in Excel/Google Sheets dashboards and reporting
• Experience with CRM and helpdesk systems (Zendesk, Gorgias, Intercom, Freshdesk, etc.)
• Upper-Intermediate English (B2+) level or higher, both written and spoken
• Strong understanding of ISO 9001 / 27001 compliance principles and data protection.
   

Responsibilities: 
🔹 Daily Operational Management

• Ensure all agents are logged in and working via RDP; check readiness and technical accessibility
• Monitor SLA, backlog, and open cases, adjusting daily actions to maintain KPIs
• Review team attendance, schedule adherence, and workload balance
• Conduct daily stand-ups, communicate priorities, and address urgent escalations
• Track internal correspondence and client escalations, ensuring timely resolution.
• Ensure all incident reports and shift reports are completed daily
• Supervise new hire onboarding, training, and shadowing sessions
   

🔹 Performance & Quality Management

• Monitor all key customer service metrics (AHT, FRT, Resolution Rate, Escalation Rate, etc.)
• Track and report SLA breaches; prepare corrective action plans
• Conduct 1:1 coaching sessions, feedback, and QA follow-ups
• Analyze team and individual statistics; identify trends and initiate improvements
• Review and submit monthly KPI and project statistics by the 1st day of each month
• Collaborate with QA to maintain and improve service quality and accuracy
   

🔹 Leadership & Communication

• Maintain transparent, motivational communication within the team
• Conduct regular team meetings and ensure psychological safety and engagement
• Support HR with attrition and absenteeism management
• Handle client communication regarding performance, updates, and improvement actions.
• Participate in client meetings, providing KPI reviews and operational insights
• Manage onboarding/offboarding processes and ensure full compliance with internal policies
   

🔹 Reporting & Compliance

• Prepare daily, weekly, and monthly reports (shift reports, SLA breaches, KPIs, project stats)
• Ensure adherence to ISO, data protection, and client-specific compliance rules
• Maintain accurate data in Hurma, Academy Ocean, and project dashboards
   

🔹 Continuous Improvement

• Initiate and lead process improvement projects to increase efficiency and quality
• Update and maintain knowledge bases and training materials in Academy Ocean
• Proactively identify risks, escalations, and opportunities for improvement
• Support cross-functional collaboration with QA, HR, CSM, and Onboarding teams
   

Would be a plus:

• Experience in tech support projects
• Experience in multi-project / shared team environments
• Familiarity with project profitability and utilization management
   

Work conditions:

• Remote work
• The probation period is 2 months
• Flexible days off (2 per week)
• Standard business hours with flexibility based on project needs: Monday to Friday, 10:00−18:00
• 18 paid vacation days per year to rest and recharge
• 15 paid sick leave days to cover unforeseen situations
• An open and friendly team where ideas and initiative are truly valued
• The opportunity to influence processes and suggest improvements that make work more comfortable and effective.

We are looking for an experienced Team Leader to manage and develop a Technical Support (L1/L2) team. In this role, you will be responsible for daily operations, performance management, quality assurance, and people leadership while ensuring SLAs, KPIs, and client expectations are consistently met.
You will serve as the primary operational point of contact for agents, QA, Operations, and clients, providing guidance on technical escalations, coaching team members, and driving continuous improvement across processes and service delivery.
This role combines people management, technical oversight, and operational ownership.

Requirements:

✔️Previous experience as a Team Leader / Supervisor in Technical Support or Service Desk environments
✔️Strong understanding of L1/L2 technical support workflows
✔️Solid knowledge of Windows environments and basic networking concepts
✔️Ability to guide agents with MS SQL user-level checks and troubleshooting logic
✔️Experience managing KPIs, SLAs, AHT, QA scores, and team performance
✔️Confident written and spoken English
✔️Strong leadership, coaching, and feedback skills
✔️Structured, reliable, and ownership-driven working style
✔️Solution-oriented mindset with strong decision-making abilities
✔️Excellent communication and stakeholder management skills

Responsibilities:

➖Lead and manage a team of L1/L2 Technical Support Specialists
➖Ensure daily operational performance meets SLAs and KPIs
➖Monitor queues, workloads, and staffing to maintain service levels
➖Support agents with technical escalations and complex customer cases
➖Conduct regular 1:1s, performance reviews, and coaching sessions
➖Collaborate with QA on quality audits and improvement plans
➖Participate in hiring, onboarding, and training of new agents
➖Maintain and improve the knowledge base and operational documentation
➖Act as an operational bridge between agents, Operations, Engineering, and clients
➖Drive continuous improvement initiatives across processes and workflows

Would be a plus:

✔️Experience in BPO / outsourcing environments
✔️Hands-on technical background in L1/L2 support
✔️Experience with Zendesk and similar platforms
✔️Exposure to IoT / hardware-supported products
✔️Six Sigma / Lean or similar operational frameworks
✔️Experience ramping new projects or scaling teams

Work conditions:

➖Remote work.
➖The probation period is two months.
➖Schedule: Monday-Friday - 14:00 - 23:00 (with one hour break)

We are looking for a Technical Support Specialist (L1/L2) to join our support team and provide customer-facing technical assistance for hardware, software, and connectivity-related issues.

In this role, you will handle first- and second-level support requests, troubleshoot Windows environments and basic network issues, assist with device (IoT/data logger) configuration, and escalate complex technical cases to higher-level engineering teams when needed.

You will work closely with Team Leaders, QA, Operations, and Engineering to ensure high-quality service delivery, accurate documentation, and continuous process improvement.

This role combines technical troubleshooting with customer communication and requires a structured, solution-oriented mindset.

Requirements:

• Experience in L1/L2 technical support or IT service desk roles
• Basic knowledge of Windows Server environments
• Basic MS SQL knowledge (user-level: queries, validation, data checks)
• Fundamental understanding of network technologies and protocols
• Experience configuring or supporting IoT devices or measurement data loggers (or strong willingness to learn)
• Confident in written and spoken English
• Independent, reliable, and detail-oriented working style
• Technical and solution-oriented mindset
• Strong interpersonal and communication skills
   

Responsibilities:

• Provide L1/L2 technical support via email, chat, and calls
• Troubleshoot Windows environment issues and basic network connectivity problems
• Perform basic MS SQL checks and validate measurement or system data
• Support configuration and deployment of IoT devices/data loggers following documented procedures
• Collect logs, reproduce issues, and prepare structured escalations for L3 / Engineering teams
• Maintain accurate ticket documentation in CRM/helpdesk systems
• Follow internal workflows, SLAs, and quality standards
• Contribute to knowledge base creation and continuous process improvements
• Collaborate with Team Leaders, QA, Operations, and Engineering
   

Would be a plus:

• Experience with Zendesk and similar ticketing platforms
• Previous BPO / outsourcing experience
• Technical education or certifications
• Experience supporting SaaS or hardware-enabled products
• Familiarity with structured troubleshooting methodologies
   

Work conditions:

• Remote work;
• The probation period is 2 months;
• 2 non-fixed days off per week.
• 3 types of work shifts: morning 8:00−16:000, Day 16:00—0:00, night shift 0:00−8:00