Customer Care Specialist

Who are we?

GEGI is a company that provides an online system for US universities. Our system manages the entire student learning process: from enrollment all the way through to graduation.

How our system helps universities in their work and what main issues it solves

- System configuration for specific universities (setting up programs, groups, general rules, users);

- Student enrollment (creating profiles, setting up groups and courses);

- Managing the learning process (attendance, grades; tracking learning effectiveness);

- Financial processes (tuition payments, grants and loans; billing, crediting and refunding);

- Communication between staff and students (emails, text messages);

- Numerous reports, including for US government agencies and university accounting;

- Document management (automatic creation of standard agreements between university and students; use of electronic signatures).

Why do we need an employee?

Due to project growth and, consequently, an increase in inquiries, we are looking for a new colleague for our support team for our SaaS system. Your responsibilities will include:

- Consulting system users (university staff and students) on all system-related questions through tickets, chats, and internal ticketing system;

- Writing product documentation (small articles with updates and changes for releases; comprehensive instructions for working with the system);

- Recording and documenting bugs and feature requests from users in Redmine.

What are the benefits of working in our friendly team?

- Fully remote work - you're required to be available during working hours and have a stable internet connection;

- Timely payment in USD;

- 20 paid days off (10 federal holidays and 10 days of your choice);

- Friendly team (support and developers).

What do we want to see in our future employee?

- Desire to study the system and its features in detail and promptly (the system is large, without the desire to understand it, it will be difficult to perform your work);

- Good written and spoken English;

- Ability to work California time: 12:00 PM to 08:00 PM Pacific Time Zone (10:00 PM to 07:00 AM Moscow Standard Time);

- Prepared for long-term relationships and desire to be part of our team.

Advantages would be:

- Support experience (especially in English);

- Experience in logging and documenting bugs in various systems (Jira, Redmine, etc.);

- Experience in writing instructions and manuals in the IT field;

- Experience working with application/software releases and writing Release notes;

- Knowledge and experience with Helpdesk systems (Kayako, Freshdesk, Zendesk, etc.);

- Experience working in the IT field would be a big plus.

We're waiting for your resumes with a cover letter in English. In the letter, tell us in detail about your experience and skills that will be useful for Customer Care, about yourself, your hobbies in free form, and also indicate any other information about yourself that you think is important for a more complete picture of you as a potential candidate.

Please note that during the training period, you will be assigned a mentor who will help you learn the system and, in general, work with our support team. And we pay starting from the first day (there is no unpaid internship).