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 we’ve 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%.
We are looking for a Customer Success Engineer who will play a key role in supporting our partner’s clients, driving adoption of their solutions, and helping them achieve long-term success.
Your future responsibilities include: * Respond to client requests via email, tickets, calls, and video sessions, * Support onboarding, setup, configurations, and scans, * Troubleshoot technical issues and escalate complex cases to the product team, * Communicate with clients through email, video calls, and Slack, * Monitor client health and provide proactive support, * Create and update documentation, SOPs, and internal guides, * Run check-ins, collect NPS/feedback, and maintain regular communication.
Needed experience & skills: * Fluent English is mandatory; additional languages (Polish, Spanish, Nordic) are a plus, * Technical knowledge in Windows and Linux is required, * 2+ years in Technical Support preferred, but related experience is also accepted, * Strong problem-solving and clear communication skills, * Customer-focused, proactive, and able to work in a team, * Familiarity with security tools and SOP documentation is an advantage, * Willingness to learn and adapt is more important than years of experience.
Work with EverHelp is about: * 20+ vacation days and unlimited sick leaves, * 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.
