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 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 the experience of our customers 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.
Product that needs your engagement
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.
Impact you will make
Handling customer inquiries through tickets in Zoho Desk and ensuring high-quality written communication.
Providing support via chats and forum posts in Zoho Desk.
Following corporate technical support standards when communicating with users across chats, forums, and tickets.
Searching for relevant information in internal resources such as Zoho Desk, Jira, and Confluence, as well as external sources when needed.
Identifying gaps in technical documentation and creating requests for its improvement or expansion.
Assisting with the preparation of bug reports and feature requests.
Creating and maintaining knowledge base articles and response templates.
Collaborating with Tier 2 Support, the development team, and the manager when preparing responses to complex customer inquiries.
Creating and documenting tasks based on customer issues for further escalation to the relevant team.
Monitoring and ensuring compliance with SLAs.
Monitoring the quality of support responses and contributing to continuous improvement of customer service.
Skills we are looking for
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.
Basic knowledge of SQL, APIs, and ETL would be a plus.
Proactive mindset, strong attention to detail, and the ability to work both independently and as part of a team.
Benefits you get
Maintain your work-life balance
19 days of annual vacation granted on a pro-rata basis
No overtimes required
Hybrid type of cooperation
Whether you prefer to work remotely in the comfort of your home office or from one of our 4 offices, you can still take part in increasing the world`s awareness about qualit
