First Line Support Specialist - Junior

SOFTSWISS is expanding its team and seeking a Junior First Line Support Specialist. This role involves addressing and resolving website-related issues, collaborating with various departments, and contributing to the smooth operation and continuous improvement of the digital environment. The ideal candidate is an experienced professional who shares the company's culture and values, and will be an integral part of a large, dynamic team.

Must Have

• 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
• 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)
• 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

Good to Have

• Prior experience in customer support

Perks & Benefits

• Full-time work opportunities
• Private insurance
• Additional 1 Day Off per calendar year
• Sports program compensation
• Comprehensive Mental Health Programme
• Free online English lessons with a native speaker
• Generous referral program
• Training, internal workshops, and participation in international professional conferences and corporate events

Overview:

SOFTSWISS continues to expand the team and is looking for a Junior 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)

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:

• Full-time work opportunities
• Private insurance
• Additional 1 Day Off per calendar year
• Sports program compensation
• Comprehensive Mental Health Programme
• Free online English lessons with a native speaker
• Generous referral program
• Training, internal workshops, and participation in international professional conferences and corporate events

Learn more about our hiring process here_ – what to expect, how to prepare, and what makes SOFTSWISS different.

Department

Dedicated Team

Role

Customer Support Specialist

Locations

T'bilisi, Georgia

Employment type

Full-time