Customer Support Specialist | French Desk (EverHelp)
📍 Job Overview
- Job Title: Customer Support Specialist | French Desk (EverHelp)
- Company: Genesis
- Location: Ukraine
- Job Type: Full-Time
- Category: Customer Support
- Date Posted: 2025-07-08
- Experience Level: 2-5 years
- Remote Status: On-site/Hybrid
🚀 Role Summary
- Handle incoming customer inquiries and provide comprehensive responses via chat and calls in French and English.
- Resolve various issues, create a knowledge base, and collaborate with the team to maintain process efficiency.
- Work for EverHelp, a company in the Genesis ecosystem, providing customer support for multiple clients worldwide.
📝 Enhancement Note: EverHelp is part of the Genesis ecosystem, a multinational IT company offering a full range of services. With over 1500 employees in five countries, Genesis serves over 200 million unique users monthly. EverHelp focuses on developing an outsourced customer support service for various clients globally.
💻 Primary Responsibilities
- Customer Interaction: Handle incoming customer inquiries and provide detailed, accurate responses via chat and calls in French and English.
- Issue Resolution: Efficiently resolve diverse customer issues, such as subscription cancellations, refunds, unauthorized transactions, and general queries.
- Knowledge Base Creation: Develop and maintain a comprehensive knowledge base to assist customers and support team members.
- Website Testing: Test websites and portals to ensure functionality and user experience.
- Administrative Tasks: Perform administrative tasks as required to support the team and maintain process efficiency.
- Team Collaboration: Work closely with the team to ensure effective processes and mutual support.
📝 Enhancement Note: The role requires strong communication skills, attention to detail, and the ability to make independent decisions. The candidate should be comfortable handling repetitive tasks and learning quickly.
🎓 Skills & Qualifications
Education: Bachelor's degree in a relevant field or equivalent experience.
Experience: 2+ years of experience in customer support (B2C or B2B).
Required Skills:
- Native/Bilingual proficiency in French and English (C1 level).
- Proficient in email and ticketing systems (Hubspot experience is a plus).
- Strong communication skills, both written and verbal.
- Detail-oriented and able to identify the essence of customer queries.
- Capable of making independent decisions and solving problems.
- Quick learner, able to adapt to new tools and processes.
Preferred Skills:
- Experience working with international clients.
- Familiarity with CRM systems.
- Knowledge of the gaming industry or similar high-ticket products.
📝 Enhancement Note: The ideal candidate will have experience in customer support, be fluent in French and English, and possess strong communication and problem-solving skills. Experience with Hubspot and knowledge of the gaming industry would be beneficial but not required.
📊 Web Portfolio & Project Requirements
- Portfolio Essentials: Not applicable for this role.
- Technical Documentation: Not applicable for this role.
📝 Enhancement Note: This role does not require a web portfolio or technical documentation as it is focused on customer support rather than web development or server administration.
💵 Compensation & Benefits
Salary Range: Competitive salary based on experience and industry standards for customer support roles in Ukraine.
Benefits:
- 20+ days of vacation.
- Remote work option.
- Career growth opportunities with 32% of employees advancing to new positions within their first year and 86% of team leaders being former agents.
Working Hours: 40 hours per week, Monday to Friday, with a flexible schedule between 9:00 AM and 6:00 PM (Belgian time, 10:00 AM to 7:00 PM Kyiv time).
📝 Enhancement Note: The salary range is estimated based on industry standards for customer support roles in Ukraine. Benefits include a generous vacation policy, remote work option, and career growth opportunities.
🎯 Team & Company Context
🏢 Company Culture
Industry: Genesis is a multinational IT company offering a full range of services, including customer support, software development, and digital marketing. EverHelp, part of the Genesis ecosystem, focuses on developing outsourced customer support services for various clients worldwide.
Company Size: Genesis has over 1500 employees across five countries, while EverHelp has experienced significant growth, with an 82% increase in employees over the past year.
Founded: Genesis was founded in 2012, and EverHelp was established in 2021.
Team Structure: EverHelp's customer support team consists of agents, team leads, and managers. The team works closely together to ensure efficient processes and customer satisfaction.
Development Methodology: EverHelp uses Agile methodologies to manage customer support processes, focusing on continuous improvement and customer satisfaction.
Company Website: https://www.gen.tech/en
📝 Enhancement Note: Genesis is a multinational IT company with a strong focus on customer support, software development, and digital marketing. EverHelp, part of the Genesis ecosystem, is dedicated to providing high-quality customer support services for various clients worldwide.
📈 Career & Growth Analysis
Customer Support Career Level: This role is an entry to mid-level customer support position, focusing on handling customer inquiries and resolving issues. The ideal candidate will have 2+ years of experience in customer support and be fluent in French and English.
Reporting Structure: The Customer Support Specialist will report directly to the Team Lead and collaborate with other team members to ensure efficient processes and customer satisfaction.
Technical Impact: The role will have a direct impact on customer satisfaction and the overall success of the client's products or services. By providing excellent customer support, the specialist will help build customer loyalty and contribute to the client's business growth.
Growth Opportunities:
- Team Lead: After gaining experience and demonstrating strong performance, the Customer Support Specialist may have the opportunity to advance to a Team Lead position, overseeing a team of agents and contributing to process improvement.
- Quality Assurance: With experience and a strong focus on quality, the specialist may transition into a Quality Assurance role, focusing on ensuring high-quality customer support and process optimization.
- Training and Development: As the company grows, there may be opportunities for the specialist to move into a training and development role, focusing on onboarding new team members and providing ongoing training to existing staff.
📝 Enhancement Note: EverHelp offers career growth opportunities for customer support specialists, with potential advancement to team lead, quality assurance, or training and development roles. These opportunities are based on experience, performance, and the company's growth.
🌐 Work Environment
Office Type: EverHelp operates a hybrid work environment, with employees working both on-site and remotely.
Office Location(s): The company's main office is located in Kyiv, Ukraine, with remote work options available for eligible employees.
Workspace Context:
- On-site Workspace: EverHelp's on-site workspace is designed to foster collaboration and communication among team members, with open-plan offices and dedicated meeting spaces.
- Remote Workspace: EverHelp provides remote employees with the necessary tools and equipment to work effectively from home, including laptops, headsets, and internet connectivity.
Work Schedule: The Customer Support Specialist will work a full-time schedule of 40 hours per week, Monday to Friday, with a flexible schedule between 9:00 AM and 6:00 PM (Belgian time, 10:00 AM to 7:00 PM Kyiv time).
📝 Enhancement Note: EverHelp offers a hybrid work environment, with on-site and remote work options available. The company provides the necessary tools and equipment for employees to work effectively, whether on-site or remotely.
📄 Application & Technical Interview Process
Interview Process:
- Phone/Video Screen: A brief phone or video call to assess language proficiency, communication skills, and cultural fit.
- Role-specific Test: A test to evaluate the candidate's problem-solving skills, attention to detail, and ability to handle customer inquiries.
- Final Interview: A final interview with the hiring manager to discuss the candidate's experience, motivation, and fit for the role.
Portfolio Review Tips: Not applicable for this role.
Technical Challenge Preparation: Not applicable for this role.
ATS Keywords: Customer Support, French Language, English Language, Communication, Problem Solving, Ticketing Systems, Hubspot, Customer Interaction, Issue Resolution, Knowledge Base, Administrative Tasks, Team Collaboration.
📝 Enhancement Note: The interview process for this role consists of a phone/video screen, role-specific test, and final interview. There is no portfolio review or technical challenge preparation required, as the role focuses on customer support rather than web development or server administration.
🛠 Technology Stack & Web Infrastructure
Customer Support Tools:
- Email and ticketing systems (Hubspot experience is a plus).
- CRM systems (experience with CRM systems is preferred but not required).
- Collaboration tools, such as Slack or Microsoft Teams.
📝 Enhancement Note: The role requires proficiency in email and ticketing systems, with Hubspot experience being a plus. Familiarity with CRM systems and collaboration tools is preferred but not required.
👥 Team Culture & Values
Customer Support Values:
- Customer Focus: Prioritize customer needs and strive to provide excellent customer service.
- Communication: Maintain clear, concise, and empathetic communication with customers and team members.
- Problem Solving: Actively listen to customer concerns and work diligently to resolve issues.
- Continuous Learning: Stay up-to-date with product updates, industry trends, and best practices in customer support.
Collaboration Style:
- Teamwork: Collaborate closely with team members to ensure efficient processes and customer satisfaction.
- Knowledge Sharing: Share experiences and best practices with team members to improve overall performance.
- Mutual Support: Support team members in their efforts to provide excellent customer service and resolve customer issues.
📝 Enhancement Note: EverHelp values strong communication, problem-solving, and continuous learning in its customer support team. The company fosters a collaborative work environment, encouraging teamwork, knowledge sharing, and mutual support.
⚡ Challenges & Growth Opportunities
Technical Challenges:
- Language Barrier: Overcome language barriers and communicate effectively with customers in French and English.
- High Volume of Inquiries: Manage a high volume of customer inquiries efficiently and maintain a high level of customer satisfaction.
- Issue Resolution: Develop strong problem-solving skills to resolve diverse customer issues accurately and promptly.
Learning & Development Opportunities:
- Product Knowledge: Gain a deep understanding of the client's products or services and their unique features.
- Industry Trends: Stay up-to-date with industry trends and best practices in customer support.
- Career Progression: Advance to team lead, quality assurance, or training and development roles as the company grows and expands its customer support services.
📝 Enhancement Note: EverHelp offers opportunities for customer support specialists to overcome language barriers, manage high volumes of inquiries, and develop strong problem-solving skills. The company also provides learning and development opportunities, including gaining product knowledge, staying up-to-date with industry trends, and advancing to new roles as the company grows.
💡 Interview Preparation
Technical Questions:
- Language Proficiency: Be prepared to demonstrate strong communication skills in French and English, both written and verbal.
- Problem Solving: Practice common customer support scenarios and develop strategies for resolving diverse customer issues.
- Process Knowledge: Familiarize yourself with customer support processes and best practices, including ticketing systems and CRM software.
Company & Culture Questions:
- Company Values: Research EverHelp's values and be prepared to discuss how you align with them.
- Team Dynamics: Understand EverHelp's team culture and be prepared to discuss your approach to teamwork and collaboration.
- Customer Focus: Demonstrate your commitment to providing excellent customer service and resolving customer issues promptly and effectively.
Portfolio Presentation Strategy: Not applicable for this role.
📝 Enhancement Note: EverHelp focuses on strong communication skills, problem-solving, and customer focus in its interview process. Candidates should be prepared to demonstrate their language proficiency, problem-solving skills, and commitment to providing excellent customer service.
📌 Application Steps
To apply for this Customer Support Specialist position:
- Submit your application through the application link.
- Prepare for a phone or video screen to assess your language proficiency, communication skills, and cultural fit.
- Complete a role-specific test to evaluate your problem-solving skills, attention to detail, and ability to handle customer inquiries.
- Participate in a final interview with the hiring manager to discuss your experience, motivation, and fit for the role.
⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.
Application Requirements
Candidates should have over 2 years of experience in customer support and be fluent in French and English at a C1 level. They should be detail-oriented, capable of independent decision-making, and able to learn quickly.