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.
