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Junior Customer Support Agent (Day/Night Shifts)

· Job Posted May 28, 2026
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Job Description

We are an IT company, JATAPP, creating products that are used by millions of users from all over the world. Our portfolio already includes 20+ different products exclusively in white niches: Business, Utilities, Lifestyle, Cybersecurity, and Education, and we are actively expanding into e-commerce and web. And there's even more to come! We are looking for a Customer Support Agent to support our products in the Cybersecurity niche. This is a great opportunity for someone who can truly understand users’ needs and wants to contribute to shaping support processes, creating quality Knowledge Base materials, and finding ways to improve product performance.

Job Responsibility

  • Efficiently handling user requests in Zendesk (Chat, email)
  • Process billing requests (cancellations, refunds, disputes) with attention to detail and in accordance with internal processes
  • Tracking and processing user feedback across platforms, helping to increase product satisfaction
  • Participating in setting up support processes together with the team
  • Willingness to work shifts, including night shifts (2-3 times a week)

Requirements

  • At least 6 months experience in a similar position
  • English proficiency level — Upper-Intermediate+ and above, excellent written English
  • Experience working with ticket systems (Zendesk, Intercom, Freshdesk, etc.)
  • Ability to handle up to 100 (on average 50–60) cases per day without losing concentration and communication quality
  • Experience working with KPI/SLA
  • Willingness to work on a flexible schedule (including 2 night shifts per week)
  • Full-time: Morning: 07:00 - 15:00
  • Day: 15:00 - 23:00
  • Night: 23:00 - 07:00 (Kyiv time)

Nice to have

  • Experience with billing requests (cancellations, refunds, disputes)
  • Experience with Jira, Amplitude

What we offer

  • Paid vacations and sick leave: 12 days of vacation per year, 2 Personal Days Off, 5 sick days with a doctor's certificate and 3 without a certificate
  • Medical insurance: full corporate coverage
  • Personal Equipment Policy: no technical hassles - you will receive a MacBook and everything you need for comfortable and effective work
  • Learning and Development Opportunities: we are happy to cover your training and advanced training, as well as compensate for English courses
  • Benefits Cafeteria: choose what you like - sports, food delivery, home office goods
  • Teambuilding and team activities

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