📍 Job Overview

Job Title: Customer Support Representative (English)
Company: Quarks
Location: Ukraine
Job Type: Full-Time, Remote
Category: Customer Support
Date Posted: 2025-07-24

🚀 Role Summary

Proactive Customer Support: Handle user inquiries, troubleshoot technical issues, and provide tailored solutions.
Cross-Functional Collaboration: Work with various teams to improve products and services.
Customer-Centric Mindset: Prioritize user needs and contribute to product development.
Continuous Learning: Stay updated with product features and industry trends to provide accurate support.

💻 Primary Responsibilities

User Support: Analyze and resolve user technical problems, and provide clear explanations for solutions.
Financial Assistance: Handle financial inquiries and assist users with payment-related issues.
Ticket Management: Manage user tickets and ensure timely resolution.
Communication: Maintain professional and empathetic communication with users.
Process Improvement: Identify areas for improvement and suggest enhancements to support processes.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: Proven experience in customer support or a related role.

Required Skills:

Upper-Intermediate+ English and high-level Ukrainian language skills.
Strong communication and problem-solving skills.
Adaptability and proactive mindset.
Attention to detail and empathy.

Preferred Skills:

Experience with Zendesk or similar ticketing systems.
Knowledge of psychology and relationship dynamics.
Upper-Intermediate+ Spanish language skills.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: Competitive salary based on experience and performance.

Benefits:

Competitive salary with regular performance reviews.
Paid time off and health care support.
Training opportunities and remote work flexibility.
A supportive and collaborative work environment.

🎯 Team & Company Context

Company Culture: Quarks values proactivity, creativity, and a customer-centric mindset. They foster a supportive environment that encourages growth and innovation.

Team Structure: The customer support team works closely with product, engineering, and other teams to ensure user needs are met and products are improved.

Development Methodology: Quarks follows Agile methodologies, with a focus on continuous improvement and user-centric design.

Company Website: Quarks

📈 Career & Growth Analysis

Role Level: Mid-level customer support role with opportunities for growth and development.

Reporting Structure: Reports directly to the Customer Support Manager.

Technical Impact: Contributes to product improvement and user satisfaction through effective support and feedback collection.

Growth Opportunities:

Promotion: Progression to senior roles within the customer support team or other departments.
Skill Development: Opportunities for training and certification in customer support and related fields.
Leadership: Potential to lead projects or mentor junior team members.

🌐 Work Environment

Office Type: Remote work with an optional office location in Kyiv.

Office Location(s): Kyiv, Ukraine.

Workspace Context:

Remote Work: Quarks provides remote work flexibility, allowing employees to work from home or any location with a stable internet connection.
Office Amenities: The Kyiv office is equipped with generators, water, and other amenities to ensure comfort and safety during power outages.

Work Schedule: Full-time, with a flexible schedule that may include evening or weekend shifts to accommodate user time zones.

📄 Application & Technical Interview Process

Interview Process:

Resume Review: Quarks will review your resume and cover letter to ensure you meet the required qualifications.
Phone/Skype Interview: A brief conversation to discuss your experience, skills, and career goals.
Technical Assessment: A practical test to evaluate your problem-solving skills and customer support capabilities.
Final Interview: A conversation with the hiring manager to discuss your fit within the team and company culture.

Portfolio Review Tips: N/A for this role.

Technical Challenge Preparation: Familiarize yourself with common user issues, troubleshooting techniques, and customer support best practices.

ATS Keywords: Customer Support, English, Ukrainian, Problem Solving, Communication Skills, Technical Analysis, Financial Inquiry Resolution, Empathy, Creativity, Attention to Detail, Initiative, Flexibility, Stress Resistance, Zendesk, Agile Methodologies, User-Centric Design.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Proactivity: Anticipate user needs and take initiative to resolve issues.
Empathy: Understand and respond to user concerns with kindness and patience.
Continuous Learning: Stay updated with product features and industry trends to provide accurate support.
Collaboration: Work closely with other teams to improve products and services.

Collaboration Style:

Cross-Functional Collaboration: Work closely with product, engineering, and other teams to ensure user needs are met and products are improved.
Knowledge Sharing: Share best practices and learn from other team members to enhance customer support skills.
Regular Feedback: Provide and receive regular feedback to continuously improve support processes and user satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

User Issues: Troubleshoot a wide range of user issues, from technical problems to billing inquiries.
Language Barriers: Communicate effectively with users from diverse linguistic and cultural backgrounds.
High Volume: Manage a high volume of user inquiries and maintain a high level of support quality.

Learning & Development Opportunities:

Training: Participate in training programs and workshops to enhance customer support skills.
Mentorship: Learn from experienced team members and seek guidance to improve performance.
Career Progression: Pursue opportunities for promotion and leadership roles within the customer support team or other departments.

💡 Interview Preparation

Technical Questions:

Problem-Solving Scenarios: Prepare for scenarios that test your ability to analyze and resolve user issues.
Communication Skills: Demonstrate strong communication skills and the ability to explain complex solutions in a simple and clear manner.
Product Knowledge: Familiarize yourself with Quarks' products and their features.

Company & Culture Questions:

Company Values: Research Quarks' company values and be prepared to discuss how you align with them.
Team Dynamics: Understand the customer support team's structure and dynamics, and be ready to discuss your fit within the team.
User-Centric Mindset: Prepare examples of how you have put users first in previous roles or experiences.

Portfolio Presentation Strategy: N/A for this role.

📌 Application Steps

To apply for this customer support representative position:

Submit your resume and cover letter through the application link.
Prepare for the phone/Skype interview by reviewing common customer support scenarios and Quarks' products.
Complete the technical assessment by demonstrating your problem-solving skills and customer support capabilities.
Attend the final interview and be prepared to discuss your fit within the team and company culture.

Customer Support Representative (English)