Night Time Customer Support Representative

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