Genesis is a full-service international IT company. More than 1,500 people in five countries create products for more than 200 million unique monthly users. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem consists of more than 15 companies and an investment fund.
EverHelp is a company in the Genesis ecosystem. We’re a team of professionals, that’s developing outsourcing support services for plenty of products all over the world at a dynamic tempo. The project launched in 2021, and we’ve experienced a yearly growth rate of +82%. Since February 2022, we’ve managed to preserve all our workplaces and, most importantly, we continue to strengthen our team while maintaining an employee satisfaction rate of over 90%.
Join our team as an English-speaking Customer Support Agent and help deliver exceptional support while working with an amazing product in a dynamic, collaborative environment!
Your future responsibilities include: * Handle customer inquiries via phone, email, and chat in a timely and professional manner * Provide accurate information and effective solutions to customer issues and requests * Troubleshoot and resolve customer problems, escalating complex cases when necessary * Maintain a high level of customer satisfaction through empathetic and clear communication * Document all customer interactions and resolutions in Zendesk system * Follow established support processes, guidelines, and quality standards * Collaborate with internal teams to ensure smooth issue resolution and knowledge sharing * Identify recurring issues and proactively suggest improvements to processes or FAQs * Meet individual and team KPIs related to response time, resolution rate, and customer satisfaction
Needed experience & skills: * 6+ months of hands-on experience in customer support or a similar role * Fluent in English (C1) — written and spoken * Fast, accurate typing and comfort handling multiple channels at once * Excellent communication, problem-solving, and decision-making skills * Empathetic, detail-oriented, and great at building rapport with customers * Adaptable, resilient, and able to multitask in a fast-paced environment * Strong time-management skills — you know how to prioritize and deliver
Nice to have skills: * Experience with digital tools and CRM platforms (Zendesk, etc.)
Work with EverHelp is about: * 20+ vacation days and unlimited sick leaves, * Ability to work fully remotely, * A professional team of specialists, ready to share their expertise, along with internal communities and team activities, fosters continuous learning and development both within the team and on an individual level, * Opportunity for a career growth. 32% of our teammates obtained a new role during their first year of work in our company. 86% of our Team Leads have been our Customer Support Agents in the past.
