L1 Customer Support Representative

· Shevchenkivskyi District, Kyiv City
Employment Type Full-Time
Minimum Experience Entry-level

Schedule: 

4 working days + 4 holidays cycle

Evening and night shifts


Requirements:

  • Excellent written and verbal communication skills in English
  • Good understanding of Information Systems at the user and corporate level
  • Good problem-solving skills
  • Good client-facing skills


Will be a plus:

  • Salesforce ServiceCloud, Helpshift knowledge is an advantage
  • Experience in B2C product support
  • Familiarity with tolling industry or mobile app support
  • Additional language proficiency in Spanish a major plus
  • IT CSR background


Responsibilities:

  • Provide daily support via chat and email to users of mobile app technology including answering questions, helping customers understand the service, analyzing problems, and quickly forming solutions to customer satisfaction.
  • Perform back office tasks such as processing transaction disputes, rejected transactions, responding to social media, app store reviews and customer feedback.
  • Maintain detailed records of daily interactions with customers, reported issues, and completed solutions along with any further actions required of management.
  • Contribute to the improvement of documentation, such as Standard Operating Procedures and training manuals and troubleshooting procedures.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Maintaining a positive, empathetic and professional attitude toward customers at all times.


We can offer:

  • Competitive salary
  • The ability to focus on your work: a lack of bureaucracy and micromanagement
  • Ability to work remotely
  • Paid vacation (20 working days) and sick leaves
  • VIP Medical insurance
  • English speaking club with native speaker

Thank You

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  • Location
    Shevchenkivskyi District, Kyiv City
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level