Customer Support Specialist

1 week, 4 days ago
Full-time
Junior
Customer and Technical Support
United Tech

United Tech

United Tech specializes in developing global social networking and streaming products, creating an environment that fosters professional growth and development for specialists while supporting initiatives such as aiding the people of Ukraine.

Internet Software & Services
51-250
Founded 2016

Description

  • Handle incoming requests in Zendesk, especially agent and streamer account issues and technical troubleshooting.
  • Own the first response and provide full, structured context before escalating cases.
  • Escalate complex issues to senior team members when needed.
  • Follow platform standards for SLA, tone of voice, and policy guidelines.
  • Collaborate with QA to initiate investigations and provide initial solutions to users.
  • Work with Compliance and Moderation to resolve questions about moderation rules, policies, regulations, and account verification.
  • Collect and share user feedback to improve the product and support processes.
  • Maintain transparent and empathetic communication with creators and partner agencies.

Requirements

  • 1+ year of experience in a customer-facing role such as customer support, customer success, or client service, or a related position.
  • English proficiency at B2 level.
  • Spanish proficiency at B1+ level.
  • Strong written communication skills that are clear, polite, and grammatically correct.
  • Ability to create structured AI prompts for drafting customer support messages with the right tone, clarity, and relevance.
  • Critical thinking and a habit of closing the feedback loop.
  • Open to shift-based work, with no night shifts.
  • Experience with ticketing systems such as Zendesk, Intercom, or Freshdesk is a plus.
  • Background in IT or experience working with tech products is a plus.
  • Understanding of support KPIs such as CSAT, response time, and SLA is a plus.

Benefits

  • 20 paid vacation days, 15 sick days, and 6 additional days off for family events.
  • Up to 10 additional days off for public holidays.
  • 100% medical insurance coverage.
  • Sports and equipment reimbursement.
  • Financial and legal support.
  • Maternity recovery support allowance.
  • Support for employees who join the Armed Forces of Ukraine.
  • Flexible work options from the Kyiv hub or remotely, with a flexible schedule.
  • Modern equipment or depreciation for your own tools.
  • Professional development support, including reimbursement for professional courses and English classes.

Interested in this position?

Apply directly on the company website

Apply Now

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