Night Time Customer Support Representative

Supportware Philippines; Lima Metropolitana; On-site; PEN 17,000 - 31,000; Full time

Benefits offered by this job

Competitive salary

Hybrid role

Paid training

Career growth opportunities

Supportive team environment

Work with international clients

Job summary

Helpware is a technology-driven company providing Customer Experience & Operational Support for modern partners, with Peru as the on-site night shift location. The role focuses on becoming an expert on the product, handling back-office tasks, and delivering professional support via email and chat.

You will troubleshoot issues, document interactions, and escalate as needed while maintaining a calm, empathetic demeanor and collaborating with teams to improve processes.

Qualifications

• Advanced English proficiency.
• At least 1 year of Customer Service experience.
• Experience supporting customers via email and/or chat is highly preferred.
• Excellent written communication with strong grammar and attention to detail.

Responsibilities

• Become an expert on the product and its functioning.
• Perform back-office activities related to operational requirements.
• Manage tasks and queues, respond to support requests, and maintain productivity.
• Provide timely and professional customer support via email and chat.

Skills

Advanced English

Customer service

Written communication

Problem solving

Multitasking

Tools

CRM software

Cloud platforms

Job description

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