First Line Support Specialist - Junior

Overview

• SOFTSWISS continues to expand the team and is looking for a Junior 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

• Respond to inquiries and requests professionally and efficiently
• Provide comprehensive guidance and support to ensure smooth and uninterrupted service performance
• Use internal tools and workflows effectively (training provided)
• Escalate complex or unresolved cases to the appropriate team with detailed documentation
• Maintain high quality and accuracy in all communications and task handling
• Handle a high volume of tasks efficiently while maintaining professionalism
• Work from our office in Tbilisi – mandatory
• Follow a rotating schedule of 20 floating shifts per month, alternating between day (8:00 AM – 5:00 PM) and evening (5:00 PM – 2:00 AM) shifts

Required Experience

• Confident English (B2+ or higher), especially strong written communication
• Ability to write structured, clear, and professional messages
• Strong sense of responsibility and punctuality, reliable schedule adherence
• Ability to receive and apply feedback; eagerness to learn and grow
• Confident computer user with solid knowledge of basic tools and platforms
• Attention to detail

Nice to have

• Previous experience in Customer Support

Our Benefits

• Private health insurance
• Sports benefits
• Comprehensive Mental Health Program
• Free English lessons (online)
• Local language courses
• Paid time off
• Maternity leave support
• Referral program rewards
• Upskilling, internal workshops, and participation in professional conferences and corporate events