About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Client is a game development company. Architects of virtual worlds. Builders of communities. Storytellers who believe in the power of strategy to bring people together. Our flagship title is a testament to this belief, combining strategic depth with immersive storytelling to create a gaming experience that resonates with players from all walks of life. Whether you’re a casual gamer, a seasoned strategist, or someone who enjoys the thrill of tactical competition, this game offers endless hours of fun and captivating gameplay that caters to every level of play.
Primary Responsibilities:
- Provide first-level customer support via email, or chat in a timely and professional manner.
- Address customer inquiries, resolve complaints, and provide accurate information about products or services.
- Document customer interactions and transactions accurately in the system.
- Escalate complex issues to Tier 2 support or relevant departments as needed.
- Follow communication procedures, guidelines, and policies.
- Meet or exceed customer service quality and productivity goals.
- Maintain a positive, empathetic, and professional attitude towards customers at all times.
- Collaborate with team members to improve customer satisfaction and retention.
- Conduct thorough testing of the client's application based on a predefined list of tasks, ensuring that the app functions as intended and meets specified requirements, & recording discrepancies.
Requirements:
- High school diploma required; Associates Degree or higher preferred.
- You must have a phone (iOS or Android).
- Excellent analytical, decision-making, problem-solving, team, and time management skills
- Display positive demeanor, technical accuracy, and conformity to company policies
- Communicate with coworkers, management, staff, customers, and others in a courteous and professional manner
- Conform with and abide by all regulations, policies, work procedures and instructions
- Knowledge of customer service best practices and principles.
- Superior listening, verbal, and written communication skills
- Ability to handle stressful situations appropriately, while demonstrating empathy.
- Resourceful, great at solving unstructured problems with little to no supervision in a fast-paced, high stakes environment.
- Team Player: Demonstrates a strong ability to contribute to the business along with business unit team members and managers; establish collaborative relationships with peers.
- Possess strong interpersonal skills and the ability to establish, develop, and maintain business relationships.
- Excellent written and verbal skills