About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, 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 project is a premier all-in-one technology solutions provider with a focus on delivering world-class, custom technology platforms that cater to the travel, online learning, and e-commerce transportation industries. Our sole aim is to provide cost-effective technology services. Our team has a relentless focus on delivering scalable and reliable technology platforms, which can be the growth engine for aspiring digital companies. They are seeking talented and responsible bilingual Customer Support who have a proven track record in building sustainable relationships of trust through open and interactive communication with customers.

The Customer Support Representative is the company's frontline representative who interacts with customers via our three key contact channels - email, and webchat initially then phones later on - as 90%+ of their daily responsibilities. The Associate is tasked with providing top-notch, concierge-type of service to VIP clients with thousands of followers & supporters. They are tasked with answering incoming support inquiries and working proactively to resolve customer service situations using available resources. The Associate is expected to maintain an intricate balance between efficiency and quality of service to ensure that customers receive a high level of customer care and also to ensure a streamlined process for issue resolution.

Primary Responsibilities:

• Answering emails, and chat queries. Will add phones queries at a later stage
• Investigating customer service issues
• Resolving customer service situations using appropriate tools and accommodations
• Creating self-service contents
• Updating support knowledge base
• Writing scripts and templates
• Escalating complicated tickets
• Collecting bug reports and feature requests
• Maintaining a positive and professional attitude toward customers at all times
• Responding promptly to customer inquiries
• Communicating with customers through various channels
• 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
• Ensuring customer satisfaction and providing professional customer support
• Engage customers with emails/accounts and logo on emails

Qualifications:

• Open to working with a flexible schedule (Day, Mid, Night Shift and weekends)
• B1.2 English written level, B2.1 Japanese written level is a must
• Native speakers of Japanese will be definitely a plus
• Experience in Customer Support (handling tickets and livechats) will be a plus
• 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 great documentation skills
• Dedicated and committed to learn product knowledge and help the team by being pro-active
• Able to learn new products and technologies
• Able to work effectively in situations characterized by continual change
• With Excellent written communication and customer handling skills
• With Excellent listening and multitasking skills
• Able to work under pressure
• Can adapt to inevitable changes around the workplace
• Able to deal professionally with demanding customers
• Can show empathy for customers / common sense
• Adherent to daily/weekly/monthly KPI's to achieve client satisfaction
• Proficient at PC architecture/technology, Web and mobile applications

We offer:

• 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 the native speaker;
• Business hours: 7 am - 4 pm (Mon - Fri, may be changed to Tue - Sat per the client's need);
• Corporate training and parties.

We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted.
Please send your CV in English indicating your salary expectations.
If you have the qualifications needed and are ready to maintain the required duties daily, please apply!