United Tech

Customer Support Specialist – Evening/Night Shifts

United Tech

full-time

Posted on:

Location Type: Remote

Location: Ukraine

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About the role

  • Handle incoming requests via Zendesk (email and live chat), focusing on agent and streamer account issues and technical troubleshooting.
  • Ensure fast and effective resolution of user requests to reduce response time and increase user satisfaction.
  • Follow platform standards (SLA, tone of voice, policy guidelines).
  • Escalate complex cases to L2 and other teams with complete context and structured information.
  • Collaborate with Success, QA, Compliance, Moderation, and Technical teams.
  • Properly document and transfer cases between shifts (especially critical for night operations).
  • Collect and share user feedback to improve product and support processes.

Requirements

  • Open to shift-based work (evenings now, night shifts in the future).
  • Understanding about customer-facing roles (customer support, success, client service, or related roles).
  • English level B1+ (strong written communication is critical).
  • Write clearly, politely, and grammatically correct.
  • Proactive and able to make decisions independently
  • **Would be a plus**
  • Experience with ticketing systems such as Zendesk, Intercom, or Freshdesk
  • Background in IT or working with tech products
  • Understanding of support KPIs like CSAT, response time, and SLA
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
  • Team building events, corporate gifts, and stylish merch
  • Financial and legal support
  • Maternity recovery support allowance
  • Position retention and support for those who join the Armed Forces of Ukraine
  • Participation in social initiatives supporting Ukraine
  • Comfortable working environment:
  • Work from our Kyiv hub or remotely with a flexible schedule
  • Modern equipment or depreciation of your own tools
  • Investment in your future:
  • Collaborate with a highly-skilled team of Middle & Senior professionals, sharing practical cases and expertise in the social networking niche
  • 70% of our heads and leads have grown into their roles here – so can you!
  • Performance-oriented reviews and Individual Development Plans (IDPs)
  • Reimbursement for professional courses and English classes
  • Corporate library, book club, and knowledge-sharing events
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical troubleshootingcustomer supportclient serviceunderstanding of support KPIsCSATresponse timeSLA
Soft Skills
strong written communicationproactive decision makingcollaborationdocumentationuser feedback collection