Technical Support Representative (CS)

About Us

Helpware is a technology-driven company with a global presence across several countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in offering top-notch Customer Experience and Operational Support to modern businesses. Our team of experts is committed to delivering exceptional services to our partners, leveraging our skilled teams, cutting-edge solutions, and advanced technologies to provide the highest value.

Position Overview

We are seeking a reliable and dedicated Tier 1 Support Agent to join our team. This role will primarily involve handling inbound customer inquiries via email, phone calls, and chats. The ideal candidate should be comfortable working in a fast-paced environment, capable of multitasking, and willing to adapt to changing schedules, including weekend shifts on a consistent basis.

Primary Responsibilities:

• Respond to customer inquiries promptly and professionally via email, phone, and chat.
• Provide accurate information regarding product features, pricing, availability, and troubleshooting steps.
• Assist customers in navigating our products/services and escalate more complex issues to the appropriate team (Tier 2 support or managers) when necessary.
• Maintain a high level of customer satisfaction through proactive communication and timely resolution of issues.
• Document customer interactions and transactions accurately in the CRM system.
• Collaborate with other team members to identify and implement process improvements.

Qualifications:

• Proven experience in a customer service or support role.
• Excellent verbal and written communication skills.
• Ability to remain calm and courteous under pressure.
• Strong problem-solving skills and attention to detail.
• Flexibility to work varying shifts, including weekends and holidays.
• Familiarity with CRM systems and support software (e.g., Zendesk, Freshdesk) is a plus

Preferred Qualifications:

• Prior experience in a tech support or SaaS environment.
• Knowledge of basic technical troubleshooting.
• Certification in customer service or a related field is advantageous.