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.

Our Kyiv Team is growing and we're looking for experienced Customer Support Representatives with Spanish to join our Helpware team.

Responsibilities:

• Provide quality service and support to our clients for our incoming chats, emails and provide call-back requests
• Listen to customers' questions and concerns, and suggest the right solutions
• Provide information about accounts, products, and services
• Develop and establish relationships with our customers for follow-up emails, calls, etc. Answer and update customer accounts as needed
• Work with information concerning inquiries, confirmations, and complaints
• 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 working with a flexible schedule (Day, Mid, Night Shift, and weekends)
• Open to working with a flexible schedule (Day, Mid, Night Shift, and weekends)
• Fluent in both written and spoken English (B2) and Spanish (C1)
• With at least 1 year of Customer Support Experience (experience with tickets and live chats)
• 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
• Excellent written communication and customer handling skills
• Able to deal professionally with demanding customers
• Can show empathy for customers / common sense
• Adherence to daily/weekly/monthly KPI's to achieve client satisfaction
• Has working knowledge of PC architecture/technology, Web and mobile applications

Work Environment:

• Downtown Kyiv location in a modern office (10-minute walk from Kontraktova)
• Office work/Full time remote
• Competitive compensation linked to UAH/USD rate
• Medical and Life insurance after the trial period
• English classes with a native speaker
• Schedule from Tuesday to Saturday 6 PM - 3 AM (Kyiv Time)
• Corporate training and parties

Please note! Only those the qualifications and experience match our requirement will be reached out to.

If you have the qualifications needed and ready to maintain the required duties daily, please apply!