Customer Support Agent (Full time)

We are an IT company JATAPP, creating products that are used by millions of users from all over the world. Our portfolio already includes 20+ different products exclusively in white niches: Business, Utilities, Lifestyle, Cybersecurity, and Education. And even more to come!

We are looking for a full-time (5/2) Customer Support Agent who will work with mobile applications in the Utilities niche.

Key responsibilities:

• Handling efficient user requests in Zendesk (email, chat, social media, etc.)

• Tracking and responding to reviews in the App Store

• Work with billing requests (Cancel/Refund/Dispute)

• Preparation Knowledge Base materials

• Participation in setting up support processes together with the team

What you’ll need:

• Experience in a similar position for at least 6 months

• English proficiency — Upper-Intermediate+ and above, excellent written English

• Experience working with ticketing systems (Zendesk, Intercom, Freshdesk, etc.)

• Ability to handle up to 100 (50-60 on average) cases per day without losing concentration and quality of communication. Experience working with KPI

Will be a plus:

• Experience with billing requests and payments

• Experience with mobile applications under a subscription model

Recruitment process:

Interview with a recruiter — Test Task — Technical interview — Final interview — Reference Check — Offer

We offer:

• Mental and Physical Health: health care is a must, so at JATAPP we will cover health insurance for you

• Benefits Cafeteria: choose what you like most — sports, food delivery, home office supplies — and we will cover your expenses under available budget

• Knowledge sharing: in addition to internal events, you will have access to the Projector library

• Remote-First Culture: it’s up to you whether to work remotely or at our coworking space

• Personal Equipment Policy: no tech troubles — you’ll get a MacBook and everything you need for comfortable and efficient work

• Learning and Development Opportunities: it's a real pleasure for us to watch you learn, so we're happy to cover your learning and development costs, as well as English courses

• Community of like-minded people: at JATAPP you will work in a team of like-minded people who are ready to launch a product, run a marathon, or climb Hoverla together

• Creative freedom: we encourage initiative and creative thinking, so with us, you can be yourself and have the freedom of professional expression

• Legal & Finance Support: we cooperate with the best financiers and lawyers who will be ready to help solve any of your questions upon request

• Time-off Policy: 20 vacation days per year, 5 days for sick leave without medical confirmation, unlimited sick leaves with a doctor's note, 3 personal days, and 2 days off for special events or occasions