Position: Customer Success Associates
Company: GeoGuard
Category: Support
Experience required: 1y
English level: upper
Published: 2020-03-01T00:00:00+02:00

We are looking for two (2) **Customer Support Specialists** to join our Kharkiv team!

**The Customer Support Specialist** contributes to GeoGuard's success by playing an integral role in our customer experience lifecycle. You act as the first point-of-contact for our clients, working with them to resolve a number of issues such as user related issues and service interruptions.  This position also supports other GeoComply teams during the client integration process. **The Customer Support Specialist** is a valuable resource in the company, both for our clients by providing guidance and advice, and for your fellow team members across the company, providing insightful input on your assigned clients’ experiences, thoughts and needs. 

Our ideal candidate has excelled working in a similar role, providing both in-person and virtual support to clients.  You believe in the value of building strong customer relationships as you see the long-term effects it can have on both the customer and the business. As GeoGuard’s clients are in the US gaming and sports betting markets, knowledge of the regulations and requirements in these markets is a definite asset.  

Your current and past colleagues would describe you as a resourceful, detail-oriented and highly-organized individual with a positive attitude and is easy to get along with. You pick up on new technology quickly, and aren’t afraid to ask questions, learn, and push priorities forward.  You are proactive and solutions-oriented, working ultimately to ensure our customers’ overall success. 

**We offer:**

- Motivating compensation through high competitive salaries, bonus systems and corporate language classes

- The change to work with a motivated and talented international team

- Medical insurance

- Modern office space in the centre of Kharkin near metro Naukova

- Always stocked up on snacks and coffee and free monthly lunches

- Frequent team building events

**Key responsibilities and accountabilities include (but not limited to):**

- Respond to clients according to SLA requirements and achieve a 24-hour issue resolution for all tickets when possible 

- Respond to Zendesk tickets related to our AppSupport support line for end user

- Record and investigate geolocation issues and user blocking cases

- Collaborate with Operational and Development teams

- Provide management with customer insights and information on customer needs 

- Review Daily Hand Over at beginning of day and create one at Close of Business (COB)/End of Day (EOD) to pass along vital information related to customer issues and report

- Monitor and manage social media mentions and respond accordingly

- Develop and maintain a thorough understanding of the company’s technologies, process and teams 

**Skills and qualifications:**

- Minimum of one (1) year experience in a similar role 

- Experience in providing a high-level of customer support and providing exceptional customer service

- Ability to understand business and customer requirements

- Experience liaising with internal development and technical teams

- Strong communication skills with the ability to communicate with different parties such as clients, developers and infrastructure team members across different time zones

- Resourceful, detail oriented and strong organizational skills

- Ability to work on weekends and/or outside normal working hours

- Experience with Jira, SQL, Zendesk and Atlassian is an asset

- Intermediate written and spoken technical English enough to discuss issues with teams remotely

If you have what we are looking for and would love to join our team in Kharkiv, we want to hear from you! 

This position is located in Kharkiv, Ukraine and the successful candidate must be able and willing to travel.

To learn more about us, visit www.geoguard.com

We sincerely thank all applicants for applying; if we like what we see and feel you are a match for our position, we will be in touch.