Night Time Customer Support Representative
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Customer Service Representative | Peru | On-site | Nightshift
Here's the deal
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.
Your day-to-day
- 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.
What you need
- Advanced English
- 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 (6 pm to 3 am local time).
What you get
- Competitive salary
- Hybrid role
- Paid training
- Career growth opportunities
- Supportive team environment
- Work with an international company and global clients
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