Customer Support Agent

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

📋 Description

• Processing and effectively resolving user inquiries through Zendesk in accordance with internal standards.

• Enhancing the quality of responses: auditing and creating macros.

• Optimizing and automating workflows within Zendesk.

• Developing the team and client knowledge base regarding the product.

• Overseeing the performance of the AI agent: auditing dialogues, correcting errors, and adjusting the logic of its responses.

⛳️ Requirements

• A minimum of 5 months of experience in customer support for an English-speaking audience.

• English proficiency at a minimum of Upper-Intermediate level.

• Ability to communicate complex ideas in a simple manner.

• Strong level of empathy.

• Proactive attitude - a desire to build the support department, enhance the knowledge base, and improve the AI assistant, among other initiatives.

• Experience with Zendesk (a plus).

• Familiarity with AI tools (a plus).

• Experience working with a senior audience aged 60+ (a plus).

🏝️ Benefits

• A supportive environment that encourages learning from mistakes: you will always have a supervisor and team to turn to for advice or assistance.

• The opportunity to contribute to the establishment of the support department from the ground up, influencing processes and having space for initiative.

• Reasonable ticket load (60-70 per day, sometimes less).

• Opportunity to improve your English writing skills.

• Opportunities for career advancement.

• Access to extensive expertise within the Genesis ecosystem.

• Thoughtful onboarding process.

• Competitive salary.

• Full coverage of professional training (courses, meetups, certifications).

• Performance evaluations conducted bi-annually.

• Health insurance and access to a corporate doctor.

• 20 days of paid vacation, with unlimited paid sick leave.

• Complimentary breakfasts and lunches, along with a variety of healthy snacks and beverages in the office.

• Reimbursements and discounts for sports activities, as well as free massages in the office.

• Apple equipment provided.