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