Technical Support Agent

Genesis is a full-service international IT company. More than 1,500 people in five countries create products for more than 200 million unique monthly users. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem consists of more than 15 companies and an investment fund. EverHelp is a company in the Genesis ecosystem. We’re a team of professionals, that’s developing outsourcing support services for plenty of products all over the world at a dynamic tempo. The project launched in 2021, and last year we experienced a yearly growth rate of +82%. Since February 2022, we've managed to preserve all our workplaces and, most importantly, we continue to strengthen our team while maintaining an employee satisfaction rate of over 90%. In 2026, EverHelp was named one of the 28 Best Places to Work by the Business Intelligence Group — a global award recognizing companies with strong cultures and outstanding workplace environments. We are currently seeking a Technical Support Specialist for our new client. Your future responsibilities include: Handle customer support tickets via Zendesk and ensure timely, high-quality resolution of user requests Troubleshoot and resolve basic technical, account, and platform-related issues (e.g. login, access, errors) Provide clear, empathetic, and structured communication across all user interactions Monitor Slack channels and respond to urgent support requests in a timely manner Collaborate with Engineering, Product, and Customer Success teams to escalate and resolve complex cases Maintain and improve Help Center content and internal support documentation Participate in occasional live support sessions via Zoom or Teams when needed Needed experience & skills: 2–3+ years of experience in Customer Support or a similar role Advanced written English and strong communication skills Experience with SaaS/platform support and basic technical troubleshooting Incident triage, prioritization, and escalation management Customer communication, expectation management, and de-escalation Experience with cross-functional collaboration with Product and Engineering teams Strong ownership, accountability, and decision-making under pressure Attention to detail, critical thinking, and adaptability in dynamic environments Working with EverHelp is about: 20+ vacation days and 10 sick leaves per year, Ability to work fully remotely, A professional team of specialists, ready to share their expertise, along with internal communities and team activities, fosters continuous learning and development both within the team and on an individual level, Opportunity for a career growth. 32% of our teammates obtained a new role during their first year of work in our company. 86% of our Team Leads have been our Customer Support Agents in the past. Submit your resume and join our team!