As a Customer Support Specialist with GeoGuard, you play an integral role in our customer experience lifecycle. You act as the first point-of-contact for our clients, working with them to resolve a number of different issue types, such as user-related issues, service interruptions, and supporting other GeoComply teams during the client integration process.
Skills and qualifications:
— 3 years of experience in providing first-line technical support or a similar role;
— Solid technical background with hands-on experience in digital technologies;
— English level: Advanced;
— Excellent problem solving, troubleshooting, and analytical skills;
— Ability to understand business and customer requirements, prioritizing issues and escalating as required;
— Experience liaising with internal development, technical and account teams to resolve customer issues;
— Strong communication skills with the ability to adapt to communicating with different parties such as clients, developers, and infrastructure team members, across different time zones;
— Basic knowledge of business communication as well as an understanding of North American culture and communication style;
— Resourceful, detail-oriented, with strong organizational skills;
— Ability to work on weekends and/or outside normal working hours;
— Experience with Jira, SQL, Zendesk, ELK stack, and Atlassian is an asset.
— Motivating compensation: high competitive salary, bonus system, corporate language classes
— A personal development plan for each employee
— The chance to work with a motivated and talented international team
— Medical insurance
— Modern office space in the center of Kharkiv, near subway station “Naukova”
— We’re always stocked up on snacks and coffee and have free lunches monthly
— Frequent team building events
— Responding to corporate clients according to SLA requirements, and to achieve a
— Responding to Zendesk tickets related to our AppSupport line for end-users;
— Conducting troubleshooting and a preliminary investigation of technical issues and gathering all necessary information for escalating the case to the dev team for further investigation;
— Record and troubleshoot geolocation issues and user blocking cases;
— Using scripts and reporting tools (Kibana) to pull all necessary data for the investigation;
— Conducting post-launch monitoring of new clients;
— Generating basic reports for the clients and summarizing clients requirements for the report to escalate it to the reporting team;
— Prepare and maintain manuals/procedures/training documents for internal and customer use;
— Closely collaborate with Operational and Development teams;
— Provide management with customer insights and information on customer needs;
— Review Daily Hand Over at beginning of the day, and create one at Close of Business (COB)/End of Day (EOD) to pass along vital information related to customer issues and reports;
— Monitor and manage social media mentions and respond accordingly;
— Develop and maintain a thorough understanding of the company’s technologies, processes, and teams.
GeoGuard is the global market-leader in the detection of location-based fraud; protecting hundreds of millions of people and their devices every day. Working at the bleeding edge of technology, with Silicon Valley’s most famous names as our customers and partners GeoGuard, is seen as the best; and only wants to hire the best.
If you have what we are looking for and would love to join our team in Kharkiv, we want to hear from you!
This position is located in Kharkiv, Ukraine. To learn more about us, visit www.geoguard.com
We sincerely thank all applicants for applying; if we like what we see and feel you are a match for our position, we will be in touch.