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.
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us.
Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients.
Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
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