Customer Care Agent, English/Spanish

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Manage customer inquiries through tickets, with the possibility of providing phone support in both English and Spanish.

• Investigate and resolve issues utilizing internal tools and knowledge resources.

• Document, track, and follow up on cases until they are fully resolved.

• Refer complex or technical cases to the appropriate teams as necessary.

• Recognize recurring issues and assist in enhancing support processes and templates.

• Collaborate closely with the Customer Care team, Lead Customer Care Agents, and Responsible Agents.

• Provide support to gamers while ensuring timely and high-quality resolution of customer requests.

• Uphold player satisfaction and maintain excellent service standards.

⛳️ Requirements

• Proficient in English (both written and spoken).

• Fluency in Ukrainian.

• Required to have an Upper-Intermediate or Advanced level of Spanish.

• Basic digital literacy is essential.

• Familiarity with MS Office and CRM/ticketing systems, or the ability to learn them rapidly.

• Competent in managing workload, prioritizing tasks, and performing effectively under pressure.

• Strong communication skills, empathy, and a customer-focused attitude.

• Possess problem-solving skills with accountability and ownership for results.

• Maintain a calm, organized, and proactive demeanor in high-pressure situations.

• Ability to work collaboratively within a team and adapt to changes.

• Resume in English is required.

• Candidates must complete a test assessment as part of the hiring process.

🏝️ Benefits

• Opportunity to work remotely in a global product company alongside talented individuals.

• Competitive salary commensurate with your experience and skills.

• 21 days of paid vacation.

• 5 paid sick days.

• National holidays observed.

• Medical insurance coverage.

• Access to psychological support.

• Parental leave assistance.

• Access to an internal learning platform, including courses, training, and certifications.

• Employee Referral Program offering attractive bonuses.

• Comprehensive technical support and necessary equipment provided.

• Regular social events and community activities, both online and at the Lviv office.