Night Time Customer Support Representative

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines that 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.

• Become an expert on the product, knowing all the specifics of its functioning.

• Perform Back-office activities related to the operational requirements.

• Autonomously manage assigned tasks, queues, support requests while maintaining productivity.

• Provide support to customers via email and/or chat in a timely and professional manner.

• Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps.

• Maintain a positive, empathetic, and professional attitude toward customers at all times.

• Work on creating, updating, or adjusting customer accounts by documenting personal information.

• Collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties.

• Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud based platforms.

• Process and prepare information for auditing and reporting purposes.

• Update internal and customer-facing knowledge bases.

• Convert clients’ feedback into feature requests for the development of the product. • Escalate unresolved issues to client-defined escalation paths while maintaining ownership of the case until resolution.

• Effectively communicate technical information to non-technical users.

• Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps.

• Other related tasks assigned by managers of the Client and/or Helpware.

• Advanced English

• At least 1 years of Customer Service experience

• Experience supporting customers through email and/or chat is highly preferred

• Excellent written communication skills with strong grammar and attention to detail

• Strong problem-solving and critical thinking skills

• Ability to remain calm and professional when handling difficult situations

• Comfortable multitasking across multiple systems and applications

• Reliable internet connection and a distraction-free workspace

• Availability to work assigned schedules, including weekends if required

• Availability to work a night shift (6 pm to 3 am local time).

• Competitive salary

• Hybrid role

• Paid training

• Career growth opportunities

• Supportive team environment

• Work with an international company and global clients