First Line Support Specialist

Overview:
SOFTSWISS continues to expand the team and is looking for a First Line Support Specialist.
We need a true, experienced and accomplished professional who shares our culture and values.
Purpose of the role:
Your primary responsibility will be to address and resolve issues related to the website, collaborating closely with various departments across the company. You will be an integral part of a large, dynamic team, contributing to the smooth operation and continuous improvement of our digital environment.

Key responsibilities:

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Respond to inquiries and requests professionally and efficiently
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Provide comprehensive guidance and support to ensure smooth and uninterrupted service performance
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Use internal tools and workflows effectively (training provided)
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Escalate complex or unresolved cases to the appropriate team with detailed documentation
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Maintain high quality and accuracy in all communications and task handling
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Handle a high volume of tasks efficiently while maintaining professionalism
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Work from our office in Tbilisi – mandatory
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Follow a shift schedule 2/2 (12-hour shifts with day/night alternation, including a 2-hour break)
Required Experience:
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English proficiency (B2 level or higher)
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Strong soft skills – patience, empathy, and problem-solving ability
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Excellent typing speed and ability to work efficiently with multiple software tools
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A team player with a strong sense of accountability
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Ability to ensure smooth processes and maintain high operational quality
Nice to have:
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Prior experience in customer support
Our Benefits:
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Private health insurance
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Sports benefits
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Comprehensive Mental Health Program
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Free English lessons (online)
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Local language courses
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Paid time off
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Maternity leave support
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Referral program rewards
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Upskilling, internal workshops, and participation in professional conferences