Customer Support Representative (Night shift)

We are Galaktica, a Ukrainian product IT company that creates and promotes its own online projects in the most affluent markets worldwide: the USA, Canada, Australia, the UK, and the EU. Our company, as well as our main product, is over 5 years old. Galaktica’s products are successful, which allows us to ensure growth and development opportunities for our employees. We are actively growing and scaling, which is why we are looking for a Customer Support representative with experience of 6 months or more to join our team of professionals!

You will have a bet $500-$600 with the possibility of growth. We will also offer a $350 KPI for you, and it always increases, so you could increase your income. Thus, in our company for the first month of work you will earn from $ 850.

Your working hours will be night shifts, from 22:00 to 6:30.

Your responsibilities will include:

• Solve arising incidents with users: analyze incoming tickets, live chats and phone calls, conduct investigations, communicate with users, fully satisfying their requests for cases. This will take up 60% of your work time;
• Communicate closely with the moderation team, partners and customers, 20% of the time;
• Update knowledge bases, constantly improve the processes of communication with users, 10% of their working time;
• Preparing reports on user requests will take up 10% of your time.

But your main task will be:

• Solve customer requests;
• Find answers to their questions, with which we will help you;
• Create high-quality communication between adjacent units.

We expect you to have:

• You have at least 6 months experience in client support in English;
• Your level of English is upper intermediate+, fluent speaking English ;
• You have strong English communication skills via e-mail and phone.

Would be an advantage:

• Experience with Zendesk and/or other customer support systems;
• Experience with manuals, rules and standards for communication with customers;
• You know what customer-friendliness is and can successfully apply it in your work;
• You have strong psychological skills and can find common ground even with the most difficult customers.

What we are happy to offer you:

• We offer 5 possible work formats: Remote, office in Kyiv, Lviv, Odesa, or our new office in Cyprus (Larnaca). All our offices in Ukraine are equipped with a powerful generator and Starlink, and are open to our employees 24/7;
• Equipment: Laptop/desktop PC/additional monitors/specialized gadgets—all you need to tackle large-scale tasks and experiments;
• Safety and insurance: We listen to our employees, so we not only monitor employee satisfaction but also take care of you during challenging times, always ready to offer support and assistance. We also provide medical insurance for all our employees or a cash compensation for sports activities;
• Colleagues and atmosphere: The people around you directly impact your quality of life. Thanks to our thorough interview process, we select the best of the best. You’ll be working with true professionals in your field;
• Continuous development: We cover the cost of training and seminars so you can grow professionally and stay updated on the latest trends. We also have a large library and a book club that you can join;
• Corporate English: We reimburse half the cost of your personal English lessons upon request;
• Sports activities: You’ll have the opportunity to join our volleyball team or participate in running sessions, which are covered by the company. We’ve already run several marathons, and our coaches are true professionals in their field;
• And more: Once a month, we gather for lunch at our cozy office at the company’s expense, and we also organize great off-site and in-house team-building events focused on team bonding and offline communication.

Our goal is to build a product-based IT ecosystem across various domains, where every employee can create internal startups, grow, and implement their ideas. Join us!

Additionally, corporate social responsibility is extremely important to us. The company operates two charitable foundations focused on the rehabilitation of military personnel and assisting the children of soldiers and those affected by the conflict. Our company fully supports the administrative operations of these foundations and allocates funds to their core missions.

We regularly purchase FPV drones and supply vehicles to our defenders. This year, we’ve decided to expand our support for the Ukrainian Armed Forces by investing in military startups that produce strike drones, as this is one of the highest-priority areas for our military.

If the team is interested in your candidacy, we will contact you via your preferred method for a detailed discussion of the position.

Want to learn more about us?

• Visit our website: https://galaktica.io/vacancies/
• Get to know us, meet the team, and see the process of creating the best products on Instagram: https://www.instagram.com/galakticateam?igsh=bGJwODZzOHo3Y25z
• Also, check out our video introduction: https://www.youtube.com/watch?v=4uQNIDPdjBg

We’ll be happy to answer any questions you have and invite you to the first stage of the interview!

Telegram: @Pavlo_recruiter_galaktica