East Europe Foundation, under the USAID/UK aid Transparency and Accountability in Public Administration and Services (TAPAS) project, is excited to announce an open position for an Information Support Specialist. This role is part of the Electronic Border Crossing Queue project and involves providing user consultations in English, Polish, and Ukrainian.

The Electronic Border Crossing Queue Project, a collaborative effort by the Ministry of Infrastructure, Ministry of Digital Transformation, State Transport Safety Service, State Road Agency, State Customs Service, and the State Border Guard Service, was established with the USAID/UK aid-funded Transparency and Accountability in Public Administration and Services/TAPAS Project. This project enhances border crossing transparency and mitigates corruption risks by reducing human influence on queue formation and eliminating potential abuses due to checkpoint congestion.

Contract Duration: 6 months (with a possibility of extension).

Key Tasks and Responsibilities:

• Offer information support to users of the eCherha system.
• Maintain regular communication with users (via e-mail, feedback form on the echerha.gov.ua website, and telephone) following the guidelines set by the Ministry of Infrastructure’s technical and communication team.
• Engage in regular meetings (online calls) with stakeholders to understand user requirements for information systems.
• Keep a consistent log of incidents.
• Assist in creating training materials, instructions, and guides for system users.
• Participate in training sessions and seminars on system usage for all process participants (system users).
• Compile lists of bugs, suggestions, and user requirements.
• Develop a FAQ list for the Electronic Border Crossing Queue portal.
• Conduct manual testing of the information system and track bugs.
• Communicate with all stakeholders involved in project implementation, including government officials, developers, etc.

Candidate Requirements:

• Higher or incomplete higher education (a background in transportation or related fields is a plus).
• At least one (1) year of experience in non-profit contact centers and/or customer support.
• Ability to structure elements of information systems and identify potential solutions.
• Proficiency in English/Polish and Ukrainian languages to provide effective information support to users (both spoken and written).

Skills and Competencies:

• Excellent organizational skills and attention to detail.
• Experience in user and customer communication and interaction.
• Teamwork and communication skills.
• Aptitude for training novice users.
• Eagerness to learn new technologies and products.
• Experience in implementing and using software products is an extra plus.
• Familiarity with transportation legislation is a plus.

Please submit your applications by 23:00 on February 26, 2024, to the following address: [email protected]. Please include “Call Center eCherha” in the subject line.

Contact information:
Vitalii Velychko, the Procurement Expert at East Europe Foundation,

[email protected]