Customer Support Agent

About the Position

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.

Responsibilities

• 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

• Work experience in a similar position for at least 6 months
• 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

Recruitment Process

HR Interview – Test Task – Final Interview – Reference Check – Offer

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 - work calmly, we take care of your rest and health
• Medical insurance: full corporate coverage, because taking care of your health is a top priority
• Personal Equipment Policy: no technical hassles - you will receive a MacBook and everything you need for comfortable and effective work
• Learning and Development Opportunities: for us, watching you learn is a real pleasure, so 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: we love the team, and doing cool things together is even more fun

About the Company

Join our team and be part of a dynamic and innovative company that values your contributions and supports your growth. We are committed to providing a supportive and enriching work environment where you can thrive.

Location: Sunny Isles Beach, USA

Contact us: [email protected]

Find us: 18401 Collins Ave, 100-241, Sunny Isles Beach, FL 33160