Customer Support Specialist | Night Shifts (EverHelp)
📍 Job Overview
- Job Title: Customer Support Specialist | Night Shifts (EverHelp)
- Company: Genesis
- Location: Ukraine
- Job Type: Full-Time
- Category: Customer Support
- Date Posted: 2025-07-28
- Experience Level: 2-5 years
- Remote Status: On-site
🚀 Role Summary
- Handle customer inquiries and provide comprehensive solutions during night shifts
- Collaborate with the team to maintain process efficiency and mutual support
- Work with Google Play reviews and Zendesk (if experienced)
- 📝 Enhancement Note: This role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced environment
💻 Primary Responsibilities
- Process and respond to incoming customer requests and issues
- Effectively resolve various problems, such as subscription cancellations, refunds, unauthorized transactions, and general inquiries
- Work with Google Play reviews and Zendesk (if experienced) to maintain high customer satisfaction
- Collaborate with the team to ensure process efficiency and mutual support
- 📝 Enhancement Note: This role requires strong problem-solving skills, multitasking abilities, and the capacity to work under pressure during night shifts
🎓 Skills & Qualifications
Education: Bachelor's degree in a relevant field or equivalent experience
Experience: Over 6 months of experience in customer support or a similar role, with a focus on written communication in English
Required Skills:
- Fluent English (B2+) with strong written communication skills
- Proven experience in customer support or a similar role
- Attention to detail and ability to work under pressure
- Strong problem-solving skills and multitasking abilities
- 📝 Enhancement Note: Experience with Zendesk and document handling would be an asset but is not required
Preferred Skills:
- Experience working with Google Play reviews
- Knowledge of legal practices and document handling
- Familiarity with customer support software and tools
📊 Web Portfolio & Project Requirements
-
Portfolio Essentials:
- Examples of previous customer support or related work, demonstrating strong communication skills and problem-solving abilities
- 📝 Enhancement Note: A portfolio showcasing successful resolution of complex customer issues and positive customer feedback would be beneficial
-
Technical Documentation:
- Documentation of problem-solving processes and customer support strategies
- 📝 Enhancement Note: Including examples of process improvement initiatives and team collaboration would strengthen the portfolio
💵 Compensation & Benefits
Salary Range: 💰 The salary range for this role is not specified. However, based on market research and the required experience level, we estimate the salary to be around UAH 25,000 - 35,000 per month for full-time work in Ukraine.
Benefits:
- Medical Insurance
- Unlimited Sick Leave
- 20+ Days Vacation
- Remote Work
- Career Growth Opportunities
- Corporate Discounts
Working Hours: 5 night shifts per week, 23:00 - 08:00 Kyiv time
🎯 Team & Company Context
🏢 Company Culture
Industry: Genesis is an international IT company that provides a full range of services. With over 1,500 employees in five countries, they create products for over 200 million unique users monthly. They are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe.
Company Size: Medium to large (1,500+ employees)
Founded: Not specified
Team Structure:
- Customer Support Team (Night Shifts)
- 📝 Enhancement Note: The team structure may include multiple support teams working in shifts to provide 24/7 customer support
Development Methodology:
- Not specified, but likely Agile or Scrum methodologies for process management and continuous improvement
Company Website: Genesis
📈 Career & Growth Analysis
Customer Support Career Level: This role is an entry to mid-level position in customer support, focusing on handling customer inquiries and resolving issues during night shifts.
Reporting Structure: This role reports directly to the Customer Support Team Lead or Manager
Technical Impact: This role directly impacts customer satisfaction and retention by effectively resolving customer issues and maintaining high customer support standards
Growth Opportunities:
- Transition to a daytime customer support role with increased responsibilities
- 📝 Enhancement Note: With experience and strong performance, there may be opportunities to move into a team lead or management role within the customer support department
🌐 Work Environment
Office Type: On-site, with remote work options available
Office Location(s): Ukraine
Workspace Context:
- Collaborative workspace with a focus on customer support and process efficiency
- 📝 Enhancement Note: The workspace may include multiple support teams working in shifts to provide 24/7 customer support
Work Schedule: 5 night shifts per week, 23:00 - 08:00 Kyiv time, with additional flexibility for deployment windows and maintenance
📄 Application & Technical Interview Process
Interview Process:
- Online application submission
- Phone or video screening to assess communication skills and English proficiency
- 📝 Enhancement Note: The interview process may include a role-play scenario to evaluate problem-solving skills and customer support abilities
- Final decision and job offer
Portfolio Review Tips:
- Highlight successful customer support cases and positive customer feedback
- 📝 Enhancement Note: Include examples of complex issues resolved and process improvement initiatives to demonstrate strong problem-solving skills and attention to detail
Technical Challenge Preparation:
- Brush up on customer support best practices and problem-solving techniques
- 📝 Enhancement Note: Prepare for role-play scenarios and be ready to discuss customer support strategies and process improvement initiatives
ATS Keywords: Customer Support, English Language, Problem Solving, Attention to Detail, Zendesk, Document Handling, Customer Satisfaction, Customer Retention, Night Shift, Process Efficiency
🛠 Technology Stack & Web Infrastructure
Customer Support Tools:
- Zendesk (if experienced)
- 📝 Enhancement Note: The company may use other customer support software or tools, depending on their specific needs and processes
Communication Platforms:
- Email, phone, and chat platforms for customer communication
- 📝 Enhancement Note: The company may use specific communication platforms, such as Slack or Microsoft Teams, for internal team collaboration
👥 Team Culture & Values
Customer Support Values:
- Strong communication skills and attention to detail
- Effective problem-solving and multitasking abilities
- 📝 Enhancement Note: The company may have specific customer support values and guidelines that emphasize customer satisfaction and retention
Collaboration Style:
- Collaborative work environment with a focus on process efficiency and mutual support
- 📝 Enhancement Note: The collaboration style may include multiple support teams working in shifts to provide 24/7 customer support
⚡ Challenges & Growth Opportunities
Technical Challenges:
- Handling complex customer issues and providing effective solutions during night shifts
- 📝 Enhancement Note: This role may require working under pressure and maintaining high customer support standards during peak hours
Learning & Development Opportunities:
- Expanding customer support skills and knowledge through on-the-job training and mentorship
- 📝 Enhancement Note: The company may offer additional training and development opportunities, such as workshops or webinars, to help employees grow in their roles
💡 Interview Preparation
Technical Questions:
- How do you handle difficult or angry customers?
- Can you describe a time when you resolved a complex customer issue?
- 📝 Enhancement Note: Be prepared to discuss customer support strategies, process improvement initiatives, and problem-solving techniques in a role-play scenario
Company & Culture Questions:
- How do you stay motivated and focused during night shifts?
- 📝 Enhancement Note: Be ready to discuss your ability to work under pressure and maintain high customer support standards during peak hours
Portfolio Presentation Strategy:
- Highlight successful customer support cases and positive customer feedback
- 📝 Enhancement Note: Include examples of complex issues resolved and process improvement initiatives to demonstrate strong problem-solving skills and attention to detail
📌 Application Steps
To apply for this Customer Support Specialist | Night Shifts (EverHelp) position:
- Submit your application through the application link
- Tailor your resume to highlight your customer support experience and English proficiency
- Prepare for a phone or video screening to assess your communication skills and English proficiency
- 📝 Enhancement Note: Be ready to discuss your customer support strategies, process improvement initiatives, and problem-solving techniques in a role-play scenario
- Follow up on your application status and be prepared for a final decision and job offer
⚠️ 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 6 months of experience in customer support or as a personal manager. Proficiency in English at a B2+ level, especially in written communication, is required.