About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, and the Philippines which 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.

We are growing and have an open position as a Customer Support Representative with English and Spanish.


Responsibilities:

• Communicating with customers through various channels (emails/chat /phone)
• Investigating customer service issues
• Resolving customer service situations using appropriate tools and accommodations
• Create self-service contents
• Update support knowledge base
• Write scripts and templates
• Responding promptly to customer inquiries
• Acknowledging and resolving customer complaints
• Knowing our products inside and out so that you can answer questions
• Processing orders, forms, applications, and requests
• Keeping records of customer interactions, transactions, comments, and complaints
• Communicating and coordinating with colleagues as necessary
• Providing feedback on the efficiency of the customer service process
• Ensure customer satisfaction and provide professional customer support

Qualifications:

• Open to work with a flexible schedule (Day, Mid, Night Shift and weekends)
• Fluent in both written and spoken English and Spanish
• 6 months of Customer Support Experience
• Proficient in using Zendesk, LiveChat, CRM, and other customer support tools (Navigation and testing skills)
• Able to analyze and solve technical problems related to client products by investigating potential solutions using troubleshooting skills
• With excellent problem-solving skills – understand the issues/concerns of the customers
• With great documentation skills

Work Environment:

• Downtown Kyiv location in a modern office (10-minute walk from Kontraktova)
• Competitive compensation linked to UAH/USD rate
• Medical and Life insurance after the trial period
• English classes with a native speaker
• Corporate training and parties