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Customer Support Agent
JatApp is an IT product company that creates valuable high-tech products used daily by millions worldwide.
We are looking for a Customer Support Agent for the company’s largest product - a cross-platform VPN service. Our product helps at least 10 million users around the world to meet their needs in cyber protection. Our goal is to enter the top 5 best VPN services in the world.
Your responsibilities will be:
• Efficient processing of user requests via Zendesk (chat, e-mail) + social media, etc
• Work with billing requests (Cancel/Refund/Dispute) together with the finance team
• Tracking and responding to user feedback on various platforms such as Trustpilot, Appstore, Google Play, Chrome store, Instagram, Twitter, Facebook, etc.
• Maintaining the knowledge base and ensuring that information is on the wiki department
What you’ll need:
• English language proficiency - Upper-Intermediate +, excellent written English
• At least 6 months of experience 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 with KPIs/goals
• Ability to work in shifts, willingness to work night shifts (2-3 per week)
Will be a plus:
• Experience with VPNs
• Experience with billing requests and payments
• Knowledge of Chinese
Recruitment process: Interview with Recruiter - Test task - Technical interview - Final interview - Reference Check - Offer
We offer:
• 12 compensable day-offs per year
• 5 compensable sick leave with documents per year
• 3 compensable sick leave without documents per year
• Medical insurance (within corporate limits)
• Benefits Cafeteria
• Team buildings
• Education portal & internal knowledge sharing
We are looking for a Customer Support Agent for the company’s largest product - a cross-platform VPN service. Our product helps at least 10 million users around the world to meet their needs in cyber protection. Our goal is to enter the top 5 best VPN services in the world.
Your responsibilities will be:
• Efficient processing of user requests via Zendesk (chat, e-mail) + social media, etc
• Work with billing requests (Cancel/Refund/Dispute) together with the finance team
• Tracking and responding to user feedback on various platforms such as Trustpilot, Appstore, Google Play, Chrome store, Instagram, Twitter, Facebook, etc.
• Maintaining the knowledge base and ensuring that information is on the wiki department
What you’ll need:
• English language proficiency - Upper-Intermediate +, excellent written English
• At least 6 months of experience 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 with KPIs/goals
• Ability to work in shifts, willingness to work night shifts (2-3 per week)
Will be a plus:
• Experience with VPNs
• Experience with billing requests and payments
• Knowledge of Chinese
Recruitment process: Interview with Recruiter - Test task - Technical interview - Final interview - Reference Check - Offer
We offer:
• 12 compensable day-offs per year
• 5 compensable sick leave with documents per year
• 3 compensable sick leave without documents per year
• Medical insurance (within corporate limits)
• Benefits Cafeteria
• Team buildings
• Education portal & internal knowledge sharing
