First Line Support Specialist

Overview:

SOFTSWISS continues to expand the team and is looking for a 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, including a 2-hour break)

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