Customer Support Specialist (IT/without experience)

About the Company:

Introduct Group is an international company delivering software development excellence in tailored solutions to our customers worldwide. As an outsourcing and outstaffing company, we are solving complex operational, technological, and strategic challenges in industries such as:

• Insurance and Fintech
• Statistics and big data analysis
• Logistics and transportation
• Finance and Startup projects
• Gambling and iGaming

Three important things to know about us:

GROWTH & DIVERSITY Our consistent growth is a reflection of our strategic vision and adaptability. The strength of Introduct lies in our diverse, multinational team, a confluence of varied skills pivotal to our success.

TRUST & EXPERTISE At Introduct, responsibility transcends mere commitment—it's an operational ethos. Our unwavering trust in our specialists ensures that our clients benefit from well-informed, expert solutions. Our customers, spanning varied geographies and sectors, range from nascent startups with talented leaders to established enterprises, and from governmental bodies to non-profit organizations. Each client, irrespective of their domain or scale, benefits from our in-depth technological expertise.

INNOVATION & RESILIENCE We prioritize actionable innovation, approaching challenges with a balanced, solutions-focused perspective, and adeptly handling complexities.

Impulse Generator Fund (IGF) in cooperation with Introduct has had a startup in their portfolio: Marine Digital (now Perfomax.io) — a maritime data management system for cargo fleet operators. Their solutions optimize the voyage of the vessel in order to reduce GHG emissions into the atmosphere.

Introduct Group is seeking a specialist with exceptional communication skills to join our support team. If you are passionate about delivering exceptional customer service and have a genuine interest in the IT field, we want to hear from you. We are open to considering candidates without prior work experience.

Your primary responsibility will be to assist our customers, ensuring a seamless experience with our services. Communication with customers will take place via online chat , phone  (10%), or email , supported by tailored scripts. Your tasks include identifying pertinent details, gathering additional information from various monitoring systems, and making decisions on issue resolution or escalation.

Daily interaction with internal clients and external partners is essential to ensure smooth collaboration, with the ultimate goal of ensuring customer satisfaction and personal fulfillment.

Please submit your CV in English! 

Requirements

• Passion for delivering great customer service.
• Positive attitude, good communication , responsibility, and problem-solving skills.
• Quick learner who likes solving complex problems .
• Able to balance work and studies, ideal for students .
• Being in or graduated from a technical university is a plus .
• Interest in learning and growing in IT .
• Teamwork experience is a plus, but not required.
• Willing to work 12-hour day/night shifts, weekends, and holidays .
• During the probation period, work is office-based, with a hybrid option possible afterward.
• Excellent in both spoken and written Ukrainian  and English .
• Open to business travel to Estonia and enjoy exploring new countries and cultures .

Responsibilities

• Helping customers through messaging  and email .
• Answering customer questions and creating a positive experience .
• Rarely receiving phone calls from customers .
• Resolving customer requests.
• Working day shifts and night shifts  with low workload.
• Collaborating with colleagues and partners to ensure smooth operations .
• Keeping in touch with customers and collecting feedback .
• Handling initial difficult situations .
• Organizing and managing product support .
• Participating in department report creation .
• Organizing support work in various areas.
• Assisting in resolving critical incidents .

Desirable Skills:

• Experience in a technology company .
• Familiarity with databases .
• Strong team player .
• It would be a big plus if you know the Estonian language !

Working Conditions and Benefits

• Our support team works 24/7, so be ready to work both day and night shifts: day shifts from 7 am to 7 pm and night shifts from 7 pm to 7 am.
• Minimum of 10 shifts per month.
• During the probation period, work is office-based, with a hybrid option possible afterward.
• Collaborative environment with a team of professionals .
• Official employment under a DiyaCity contract .
• Paid vacation days .
• Salary starting from base rate $650-850 USD net + bonus 200 USD net.
• Opportunity for business travel .
• Comprehensive training provided .

Why Work at Introduct?

• Career Growth Opportunities: You have the opportunity to transition into roles such as an account manager, where you communicate with clients and identify their needs, or into IT positions.
• IT Academy: Our company has an IT academy that trains newcomers in the IT field.
• Innovative Environment: You can always approach management with suggestions for improvement, and your ideas will be heard and considered.
• Leadership Development: You have the chance to grow from a simple support agent to a team lead, developing your managerial skills.

If you are excited to join our team and elevate customer service to new heights, please send us your CV and apply for the position today !