Technical Support Representative
About Us
Helpware is a technology-driven company with a global presence across several countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in offering top-notch Customer Experience and Operational Support to modern businesses. Our team of experts is committed to delivering exceptional services to our partners, leveraging our skilled teams, cutting-edge solutions, and advanced technologies to provide the highest value.

Position Overview
Our client is a Fintech company providing customized end-to-end solutions to lending companies and telecoms

Primary Responsibilities:

• Manage help desk software or ticket system
• Document customer interactions and solutions in the support system.
• Troubleshooting and managing simple software issues using knowledge-base articles and FAQs
• Provide help regarding the company product or services
• Stay up-to-date with updates, and changes within the company
• Research questions on available resources (FAQ manual)
• Delegate complex customer issues to the L2 support

Qualifications:

• 1+ years of experience in a technical support or service role
• High school diploma or equivalent; additional education in a technical field is a plus.
• Certifications in relevant technologies or products are a plus
• Basic computer skills
• Excellent verbal and/or written communication skills
• Basic knowledge of industry-specific software/tools
• Familiarity with company-specific software/tools
• Ability to convey technical information clearly
• Empathetic
• Problem-solving skills
• Multitasking