Night Time Customer Support Representative

About the role

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico and the Philippines that provides customer experience and operational support for other companies. It is hiring a Night Time Customer Support Representative in Lima, Peru, working a night shift (6 pm to 3 am local time) in a hybrid setting.

Key responsibilities

• Become an expert on the product and its functioning.
• Manage assigned tasks, queues and support requests autonomously while maintaining productivity.
• Support customers by email and/or chat, answering inquiries, troubleshooting problems and guiding users through basic resolution steps.
• Create, update or adjust customer accounts by documenting personal information.
• Document and track customer interactions, issues and resolutions in CRM and cloud-based tools, and process information for auditing and reporting.
• Update internal and customer-facing knowledge bases and turn client feedback into feature requests.
• Escalate unresolved issues along defined paths while keeping ownership of the case until resolved.
• Communicate technical information clearly to non-technical users and stay up to date on product features and troubleshooting steps.
• Perform back-office activities related to operational requirements and collaborate with colleagues and management on best practices.

Required profile

• Advanced English.
• At least 1 year of customer service experience; experience supporting customers by email and/or chat is highly preferred.
• Excellent written communication with strong grammar and attention to detail.
• Ability to stay calm and professional in difficult situations and to multitask across several systems.
• Reliable internet connection and a distraction-free workspace.
• Availability for assigned schedules, including weekends, and availability to work night shifts.

What we offer

• Competitive salary.
• Hybrid role.
• Paid training and career growth opportunities.
• A supportive team and the chance to work with an international company and global clients.