Customer Support Specialist (Night Shift)

Kharkiv, Ukraine Full-time January 11, 2021
Apply now

Ascendix is a software and services technology company based in the U.S. with locations in Dallas, Texas and Kharkiv, Ukraine. We specialize in building solutions for globally-focused businesses who look to leverage cloud computing, commercial and open-source technologies for big data, search, applications, and cross-platform mobility. We have deep experience in Microsoft Dynamics and Salesforce.com CRM platforms, and offer products, services, and productivity modules on both platforms. Our flagship offering is a globally deployed relationship management platform on Amazon for Commercial Real Estate supporting thousands of users across dozens of countries.

The solution comprises a backend built on modern search and NoSQL technologies, supporting desktop and mobile clients built around the most modern UX concepts. The multi-lingual system allows for client configuration and customization and provides interesting integration and customization projects for our services teams. We will look to bring this innovative solution stack to other business domains and segments as we continue to evolve the offering.

Ascendix is constantly striving to grow and evolve our own products and services teams to be increasingly cloud service and platform focused, concentrating on Azure, Amazon and Salesforce as platform providers. We are looking for the right people who can help our company and our clients utilize the latest cloud computing technologies to address current business challenges.

Role description

We are looking for a great talent to join our Customer Support Team in Kharkiv. Customer Support Specialist will serve as an expert by providing proactive and reactive supporting services for usage of our applications to our Clients who look for a personalized, ultra-responsive experience when using our services. Customer Support Team is available as a subject matter expert on the functionality, triages and coordinates resolution to issues arising out of the usage of our applications. We are currently seeking team members to work from home, 40 hours weekly 3rd shift (9 PM- 6 AM, Sunday — Thursday) with non-flexible schedule.

Responsibilities

  • Handle customer requests in a timely manner, provide appropriate solutions and alternatives;
  • Provide excellent and high-quality service to Clients via phone and email;
  • Act as Ascendix research team;
  • Create the end-user version of release notes;
  • Create presentations, write letters, escalate non-resolvable issues;
  • Create and maintain a customer-facing wiki on our software;
  • Write end user documentation;
  • Write blogs and newsletters on usage tips;
  • Help maintain our internal wiki.

Requirements

  • Excellent English verbal and written communication skills (minimum accepted level is Upper-Intermediate);
  • Outstanding customer satisfaction and follow through skills, combined with polite, friendly and knowledgeable phone demeanor;
  • Computer literacy and internet savvy;
  • Ability to work strict hours and cope with routine tasks;
  • Ability to learn and work independently, as well as in a team environment;
  • Detail oriented with focus on quality and accuracy, able to multitask, have a strong sense of urgency and commitment to excellence;
  • Highly adaptable, self-motivated and self-disciplined;
  • Ability to multi-task, prioritize, and manage time effectively;
  • Ability to actively drive problems to resolution;
  • Self-starter with the ability to execute quickly.

Would be a plus:

  • 1+ years related customer service experience;
  • Experience in Salesforce.

Ascendix Offers You

Healthcare

  • Paid time off — 20 working days
  • Paid sick leaves— 5 working days
  • Insurance policy
  • Sport program

Career and professional growth

  • Individual development plan
  • Opportunity to collaborate with Resource Manager to develop professional skills and career achievements
    Technical leads and mentors
  • Regular technical performance reviews and 360 Evaluation

Learning and Development

  • Free access to the company accounts on educational platforms (Udemy, Pluralsight)
  • Variety of internal training opportunities and knowledge sharing
  • External training and conferences
  • Reimbursement for English
  • External mentor and coach program

Corporate spirit

  • Remote work with possibility to attend comfortable and cozy co-working space
  • Online and offline events & team-buildings
  • Anniversary and Birthday presents
  • Friendly and calm atmosphere in the company
  • Open management and well-established processes

Apply for this position

Full Name
Email
Phone number
LinkedIn profile
Cover letter
Contact me via: