First Line Support Specialist
SOFTSWISS · T'bilisi, Georgia, United States · onsite
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