Support Team Representative (T2)

iContact is an email marketing platform and is now part of J2 Global Inc. (together with Campaigner Email Marketing and SMTP Email Delivery).

In iContact, we provide small and medium businesses worldwide with best-in-class automation and email marketing solutions and knowledgeable team members. Made scalable to serve the needs of high-volume senders, professional marketers, and businesses new to email, our easy-to-use technology ensures that every customer has what they need to succeed.

iContact is a rapidly expanding company based in Morrisville, NC.

Job summary:

iContact Technical Support team is looking for Customer Service Representatives to join us in our Odessa (Ukraine) office as part of our Global Support team. In this role, you will provide front-line technical support for iContact clients.

As a Customer Service Representative, you will fulfill standard requests and perform troubleshooting procedures using telephone, chat, email, internal ticketing and CRM systems.

Primary job responsibilities:

• Serve as a single point of contact for phone calls and chat from customers regarding their technical issues, requests, and queries
• Accurately process and make call logs
• Escalate unresolved calls to technical departments, using task tracking systems
• Maintain exceptional customer service for all support queries and adhere to standard processes and procedures
• Respond to emergency situations as assigned

Required skills:

• 1+ years of customer service experience in any sphere
• Solid written and verbal communication skills; proficient language skills in English
• Confident user of software
• Good all round computing skills
• Ability to explain technical issues to customers in a calm and concise manner
• Solid critical thinking and problem-solving skills
• Willingness to work with people
• Ability to cope with stressful situations
• Ability to learn quickly and adapt to a fast-paced support environment
• Ability to work in both of the following shifts: Mo-Fr 16:00—01:00 or 17:00—02:00 — weekly rotation

Would be a plus:

• Previous experience working in a chat and phone-based support role is a plus
• Experience in troubleshooting and logs reading
• Experience working with CRM and ticketing systems
• Basic HTML knowledge

We offer:

• 40-hour workweek
• Free opening and dedicated accountant for your PE (FOP) with full tax coverage
• Company laptop
• Cozy and spacious office with a kitchen and free coffee and snacks
• A transparent assessment and reward policy with a yearly review
• A flat company hierarchy and employee empowerment
• Team building events
• Free English lessons
• Free office parking (Levitana Street)
• Free taxi trips from work to home at night