Working hours
Your working hours will be from 3:00 PM to 12:00 AM, including a 1-hour break that can be taken flexibly at your convenience.
Who we are
We are a Ukrainian multiproduct company that creates database development and management tools, connectivity solutions, productivity tools, and data services for more than 500,000 clients from 120 countries. Among our clients, you can find such legends as Microsoft Corporation, Oracle America, IBM, Intel, and many more companies that deserve their place in the Fortune 100 and Fortune 500.
Since 1997, we have been streamlining data workflows for professionals and teams with our intuitive and efficient software products. We're committed to enhancing our customers' experience across the globe by minimizing data-related tasks and enabling them to focus on more inspiring goals. Whether it's Fortune 100 companies or individuals, we provide a customer-centric approach, delivering high-quality solutions and exceptional support.
Driven by passion, we play a substantial role in shaping the future of data management.
About the product
Skyvia is a versatile no-code SaaS cloud platform designed for data integration, automation, backup, management, and connectivity. It offers support for over 200 connectors, including popular cloud applications like CRMs, marketing tools, support systems, and management solutions, as well as databases and data warehouses.
Your future team of professionals
You will become part of a dynamic team of professionals who are deeply passionate about our product. Our team includes a Head of Support, 2 Technical Support Engineers, and 2 Customer Support Engineers, each playing a pivotal role in driving growth and fostering success.
Responsibilities
- Handle customer inquiries through tickets in Zoho Desk, ensuring high-quality written communication
- Provide support via chats and forum posts in Zoho Desk
- Follow corporate technical support standards when communicating with users across chats, forums, and tickets
- Search for relevant information in internal resources such as Zoho Desk, Jira, and Confluence, as well as external sources when needed
- Identify gaps in technical documentation and create requests for its improvement or expansion
- Assist with the preparation of bug reports and feature requests
- Create and maintain knowledge base articles and response templates
- Collaborate with Tier 2 Support, the development team, and the manager when preparing responses to complex customer inquiries
- Create and document tasks based on customer issues for further escalation to the relevant team
- Monitor and ensure compliance with SLAs
- Monitor the quality of support responses and contribute to the continuous improvement of customer service
Requirements
- 2+ years of experience in Customer Support or a similar role
- Understanding of client communication principles across different channels and experience with business correspondence
- Basic troubleshooting skills and the ability to identify and resolve common customer issues
- Basic understanding of task management and issue tracking systems such as Jira, Redmine, or similar tools
- Ability to clearly communicate technical information to both technical specialists and end users
- Upper-Intermediate level of English (written and spoken) for effective communication with users and working with documentation
- Proactive mindset, strong attention to detail, and the ability to work both independently and as part of a team
Nice to have
- Basic knowledge of SQL, APIs, and ETL
Benefits
- Work from home or office with no overtime required
- 19 working days of annual vacation granted on a pro-rata basis
- 15 working days of sick leave per year - because your health is our priority
- Comprehensive medical insurance from a leading Ukrainian provider, including a wide range of services and special programs for family members as well as special options for those who live abroad
- Free English classes
- Online learning activities - workshops, lectures, and webinars
- Career growth through promotions and rotations
We are a perfect match if you share our values
- Professionalism and expertise in solving complex tasks
- Product-focused mindset with attention to detail
- Friendly and collaborative workplace culture
- Open, transparent communication and radical honesty
- Continuous learning and knowledge sharing
- Active pro-Ukrainian position: We support our servicemen and their families not only through constant donations and volunteering, but also through our military leave policy, special health insurance options, and financial help
Our hiring process
- Introductory interview with the recruiter
- Test task
- Technical interview
- Offer call
We strive to ensure transparency and openness in the hiring process, and we understand the importance of providing timely feedback. If your CV matches the requirements, we will contact you to clarify the details and schedule an interview within 2 weeks after your application is submitted.
The timeframe for feedback between interview stages may take up to 2 weeks.
