Customer Support Specialist (L2) in VCHASNO GROUP

The Timely team develops several products, including: Timely.EDO, Timely.EDI, Timely.Cash, Timely.KEP, Timely.TTN, Timely.Report, Timely.HR.

Vchasno.EDI is a business information exchange service between trade networks and their suppliers. The service helps to speed up the process of supplying goods and minimize errors during supply.

At the moment, there are 17 specialists in the first line team, in the EDI development team: 1 Frontend developer, 1 QA Engineer, 1 Designer, 1 Product manager, 2 Backend developer. To analyze technical cases from customers and help the development department, a specialist is needed in the 2nd line of care service.

What is important for this role:

• experience in the field of technical customer support (telephone and chat support);
• willingness to understand the customer's problem/question and help solve it quickly and qualitatively;
• competent command of the Ukrainian language (oral and written);
• desire to develop in the field of e-commerce and IT technologies;
• knowledge of Postman, working with logs, Metabase, Kibana (willing to teach).

Basic tasks:

• processing of customer requests regarding the operation of the Timely EDI service in telephone mode and via email and chat (requests are sent from the first line of support and from related projects);
• management of the life cycle of each application from the moment of its submission to its closure;
• consultation of customers, solving technical problems at work with the service;
• interaction with other departments that can help solve the client's problem;
• connection via TeamViewer and AnyDesk to the client as needed.

We offer:

• official employment in the company;
• 24 calendar days of vacation per year (paid according to the Labor Code of Ukraine), unlimited sick days;
• mix work format: remote + office (Boryspilska metro) for those in Kyiv; for other cities, visiting the office once every 1-2 months (the company pays for accommodation and travel);
• Pleso psychological support platform services;
• medical insurance after the adaptation period.

Selection stages:

• resume selection;
• getting acquainted with the recruiter (we will discuss your experience, job details, get answers to questions);
• interview with that lead;
• test assignment;
• final interview.