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 ( 2:00 AM – 11:00 AM local time).

•Competitive salary

•Hybrid role

•Paid training

•Career growth opportunities

•Supportive team environment

•Work with an international company and global clients