Italian Customer Support Representative

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 Kyiv, Ukraine Team is growing and we're looking for an experienced Customer Support Representative to join our Helpware team.

Primary Responsibilities:

• Will answer 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

• Update support knowledge base

• Write scripts and templates

• Escalate complicated tickets

• Collect 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

• Ensure customer satisfaction and provide professional customer support

What you will need to be successful:

• Task efficient

• Critical thinker

• You like to have fun

• Business analytical

• Meet tight deadlines

• Work under pressure

• Solid Technical knowledge

• Strong work ethic

• Independent and self-motivated

• Naturally Energetic and Enthusiastic especially when it comes to people and you

Qualifications:

• Open to working with a flexible schedule (Day, Mid, Night Shift, and weekends -  due to the client's needs);

• Open to working with a flexible schedule

• Fluent in both written and spoken English/Italian.

• Preferably 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.

• With great documentation skills.

• Dedicated and committed to learn product knowledge and help the team by being proactive.

• Able to learn new products and technologies.

• Able to work effectively in situations characterized by continual change.

• Excellent written communication and customer handling skills.

• Excellent listening and multitasking skills.

• Has good organizational skills and keen attention to detail.

• 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.

• Adherence to daily/weekly/monthly KPI’s to achieve client satisfaction.

• Has working knowledge of PC architecture/technology, Web and mobile applications

We offer:

• full remote work;
• Competitive compensation linked to USD rate;
• Medical and Life insurance after the trial period;
• Corporate training and parties.

Work Environment:

As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such it is our goal to keep our employees safe during these uncertain times.

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 ready to maintain the required duties daily, please apply!