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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