Customer Support Representative (PD)

Job Title

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.

Responsibilities

• Customer Support Representatives will do the following:

• Become an expert on the product, knowing all the specifics of its functioning.
• Provide first-level 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 Tier 2 support or relevant departments 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 Clients and/or
• They will handle calls

Requirements

B2 English

Call center experience