Customer Support Representative (PD)

Description

Summary: Helpware is seeking Customer Support Representatives to provide first-level support via email and chat, resolve inquiries, and maintain customer accounts while collaborating with colleagues and updating knowledge bases. Highlights: 1. Become an expert on the product's functioning 2. Provide first-level support to customers via email and/or chat 3. Maintain a positive, empathetic, and professional attitude **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. **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