Support agent (evening/night shift) in Develux

What are we doing?
Develux is an IT consulting and software development company with products for the US market and outsourcing services worldwide. The company has been on the market since 2014 and has achieved perfect results in our four business units. We have 300+ goal-oriented, passionate specialists who are open to new challenges.

How old is the project? What stage is it at?
We are in the ed-tech space helping hundreds of thousands of students deal with academic hurdles and questions. We have been around since 2014, growing every year. Furthermore, we are currently working on expanding the functionality of our product, all while focusing on improving customer experience and increasing our financial metrics.
Our company is a B2B2C educational platform that provides academic paper writing services. Our clients can choose the type of work, set requirements and deadlines, and choose the author. In addition, online chat allows customers and authors to communicate with each other to clarify details.
We also provide services for checking papers for plagiarism, editing and correcting text, training and advise on improving research paper writing skills. Our team of writers consists of the best experts, who are rigorously monitored and who constantly improve their skills.
Our platform also provides the opportunity to receive feedback from authors and ask for technical support and help in choosing the best work.
We constantly improve our platform and services to provide our customers with the highest convenience and quality.
Our support team is always available to help customers with any questions about our platform. We strive to ensure that our clients have only a positive experience with us and recommend us to their friends and colleagues.

 International IT Company Develux is currently looking for experienced specialists to fill our Support Team 

What do you need to do:

• Responding to customer queries in a timely and accurate way, via chat, email, and phone);
• Identifying customer needs and helping customers use our service;
• Perform operational tasks in our CRM system;
• Analyzing and reporting product malfunctions;
• Accomplishing customer support KPI.

What professional skills are essential to us:

• Language skills;
• Typing speed;
• Problem-Solving;
• Communication Skills;
• Multitasking;
• Troubleshooting;
• Conflict Resolution.

Work experience (years):

• 1+ years as a support agent.

Main OKR's and targets for the position:

• Maintain a high level of customer satisfaction;
• Improve customer support process.

Technologies:

• Intercom;
• JustCall;
• Slack;
• ClickUp.

What qualities should an employee have:

• Multitasking;
• Patience;
• Attention to detail;
• Great discipline;
• Ability to use positive language and apply empathy;
• Stress resistance;
• Tenacity;
• Team player;
• Proactive;
• Ability to work night shifts.
   

What are the goals for the probation period:
- Navigate in the Internal Knowledge base;
- Understand the order of the main working processes;
- Provide customer service through chat independently or with minimal assistance from the supervisor;
- Zero discipline issues like lateness, disappearing after the break;
- Reaching goals for CSAT, First Response Time, and Internal Quality score will be a plus.

Questions and Answers:
- Does the job come with a probation period, and if so, how long does it last?
Yes, there is a three-month probation period.


- How many vacation and sick days are provided?
Annual paid vacation – 21 working days
Paid confirmed sick leave
6 unconfirmed sick days/days off a year.

What social package and benefits are offered? 

• English courses (up to 80 USD/month after successfully completing the probation period)
• Compensation for the cost of a subscription sports center (up to 80 USD/month after successfully completing the probation period)
• Medical insurance (50% after successful completion of the probation period) or $200 a year for health care
• Corporate events.

Hiring process: 

• Screening call with our recruiter
• Test task
• Technical interview with the Hiring Manager
• Proposal for cooperation with Develux.

Please note that feedback with results of the CV review will be provided only in the event of a decision to further consider your candidacy.
Otherwise, your data will be saved in the company's CV database, and we will gladly contact you if a suitable vacancy becomes available. The consideration period is 10 working days.