First Line Support Specialist – Junior

SOFTSWISS; Georgia; On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Private health insurance

Sports benefits

Mental Health Program

Free English lessons

Local language courses

Paid time off

Maternity leave support

Referral rewards program

Upskilling & conferences

Job summary

SOFTSWISS is seeking a Junior First Line Support Specialist to address and resolve issues related to the website. You will collaborate with multiple departments to keep our digital environment smooth and improved, while joining a large, dynamic team.

Role requires working from our Tbilisi office with a 2/2 shift schedule (12-hour shifts, day/night). English at B2+ and strong problem solving are essential to success in this position.

Qualifications

• English proficiency at B2 level or higher.
• Strong soft skills including patience, empathy and problem solving.
• Excellent typing speed and ability to use multiple software tools efficiently.
• Team player with accountability and reliability.
• Ability to ensure smooth processes and high operational quality.

Responsibilities

• Respond to inquiries and requests professionally and efficiently.
• Provide comprehensive guidance to ensure smooth service performance.
• Use internal tools and workflows effectively (training provided).
• Escalate complex cases with detailed documentation.
• Maintain high quality in communications and task handling.
• Handle high volume of tasks while maintaining professionalism.

Skills

English Proficiency

Soft Skills

Typing Speed

Team Player

Problem Solving

Job description

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 shift schedule 2/2 (12-hour shifts with day/night alternation)

Required Experience

• English proficiency (B2 level or higher)
• Strong soft skills - patience, empathy, and problem-solving ability
• Excellent typing speed and ability to work efficiently with multiple software tools
• A team player with a strong sense of accountability
• Ability to ensure smooth processes and maintain high operational quality

Nice to have

• Prior 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