Tech Support Representative (FL)

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

In the role of a Technical Support Representative, your main duty will be to assist clients with various products. We seek individuals who are enthusiastic about learning and taking initiative to ensure that all issues are resolved effectively, with a sense of accountability and ownership.

Primary Responsibilities:

• Support clients across multiple products
• Initial point of contact for customer support issues
• Responsible for support cases through the entire life-cycle of the support case
• Log and track issues in the support ticketing system
• Triage support and other department ques
• Responsible for handling intricate customer support issues
• Handle support cases that sometimes require complex resolutions
• Handle internal/external configuration changes/tasks, data entry, etc.
• Responsible for more complex customer support issues
• Responsible for assisting tier 1 associates
• Escalating issues to senior support team members as needed
• In-depth troubleshooting

Qualifications:

• 1-4 years of customer support experience
• Technical troubleshooting and problem-solving skills
• Excellent verbal and written English skills
• Strong sense of ownership and responsibility
• Comfortable supporting clients through multiple support channels (email/phone/chat)

Competencies/Personality Traits

• An eagerness to learn as our products are constantly changing and improving
• Able to operate autonomously with minimal direction or guidance
• Have exceptional communication abilities
• Receptive to coaching,
• Possess a team-oriented mindset
• Proactive and determined attitude

Preferred Qualifications

• Experience in SaaS customer software support
• IT/Technical/Software Eng education or experience (current students encouraged to apply!)
• Experience working with Salesforce, Zendesk, Jira/Atlassian