Support Agent, Freelance, Night Shifts

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

📋 Description

• Manage incoming user inquiries from all over the globe via email.

• Regularly achieve both team and individual KPIs, which include First Response Time, Resolution Time, and Customer Satisfaction (CSAT).

• Acquire comprehensive knowledge of all product procedures and support processes.

• Gather information on complicated requests and escalate bug reports to the technical support, product, and legal teams.

• Process and issue refunds to users through various payment systems.

• Identify areas of service improvement and contribute to enhancing workflows.

• Create and modify support templates and macros.

• Test and implement new support tools to enhance the customer experience.

• Maintain internal documentation related to work processes.

• Participate in regular one-on-one meetings with the Team Lead and the team.

• Complete additional tasks as assigned by the manager.

• Work a 2/2 shift schedule from 20:00 to 06:00 to provide continuous support.

⛳️ Requirements

• Proficiency in English at a level ranging from B1+ (Upper Intermediate) to B2+ and above.

• Fluent and precise written English communication skills via email.

• 3 months to over 1 year of practical experience in Customer/Technical Support, sales (particularly for the English-speaking market), or customer retention.

• Technical proficiency and strong troubleshooting capabilities.

• Ability to quickly grasp product support processes.

• Competence in collecting detailed user information and effectively escalating bug reports.

• Experience in maintaining work-related documentation.

• Familiarity with using macros and templates.

• Capability to propose enhancements to documentation and workflows.

• Strong sense of empathy and customer orientation.

• Resilience under stress.

• Flexibility and adaptability in a dynamic startup environment.

• Keen attention to detail.

• Openness to receiving constructive feedback and providing input to the team or lead.

🏝️ Benefits

• 2 days of training provided.

• Freelance work arrangement available.

• Night-shift schedule with a 2/2 rotation.

• Opportunity to work remotely from Europe or Ukraine.

• Collaborate with a global tech company and an international team.