Night Time Customer Support Representative

Customer Service Representative | Peru | On-site | Nightshift

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.

About Helpware

• Here's the deal!
• Your day-to-day!

Responsibilities

• •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.

Requirements

• •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).
• •Hybrid role
• •Paid training

Benefits

• •Supportive team environment
• •Work with an international company and global clients