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.