Night Time Customer Support Representative

Helpware; Lima Metropolitana; Vor Ort; PEN 28.000 - 45.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Hybrid role

Paid training

Career growth

Supportive team environment

Work with global clients

Zusammenfassung

Helpware Inc. in Peru is seeking a Customer Service Representative for an on-site night shift. You will become an expert on the product, manage tasks and support requests, and provide timely email and chat assistance to customers.

You will document interactions in CRM, troubleshoot issues, escalate when needed, and share knowledge to improve self-help resources. Advanced English and at least 1 year of customer service experience are required.

Qualifikationen

• Advanced English proficiency and excellent written communication.
• At least 1 year of customer service experience.
• Experience supporting customers via email and/or chat preferred.
• Ability to stay calm and professional in difficult situations.
• Reliable internet and distraction-free workspace.

Aufgaben

• Become an expert on the product and its functioning.
• Handle back-office tasks and operational requirements.
• Autonomously manage tasks and support requests across queues.
• Provide timely email and chat support to customers.
• Troubleshoot issues and guide users through resolution steps.
• Document interactions in CRM and update knowledge bases.
• Escalate unresolved issues per client escalation paths.
• Communicate technical information to non-technical users.

Kenntnisse

Advanced English

Customer Service experience

Email/Chat support

Jobbeschreibung

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