Customer Support Specialist - Junior

1 Week ago • All levels • Customer Service

Job Summary

Job Description

SOFTSWISS is seeking a Junior Customer Support Specialist to enhance customer experiences. The role involves providing timely, empathetic, and well-structured assistance via live chat and email. Responsibilities include handling customer inquiries, delivering helpful responses based on internal guidelines, escalating complex cases, maintaining a professional tone, and adhering to processes. The specialist will work from an office in Tbilisi on a rotating schedule of day and evening shifts. Key requirements include confident English (B2+), understanding of customer interaction basics, strong written communication, responsibility, punctuality, and computer proficiency.

Must have:

Confident English (B2+)
Strong written communication
Polite tone and clarity
Structured and professional messages
Sense of responsibility and punctuality
Ability to apply feedback
Computer proficiency
Attention to detail

Good to have:

Previous Customer Support experience
Familiarity with ticketing systems
Experience with live chat tools
Experience with knowledge bases
Mentoring or training experience

Perks:

Full-time work opportunities
Private insurance
An additional Day Off
Sports program compensation
Comprehensive Mental Health Programme
Free online English lessons
Generous referral program
Training and internal workshops
Participation in international conferences
Corporate events

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Job Details

Overview:

SOFTSWISS continues to expand the team and is looking for a Junior Customer Support Specialist.

We need a true, experienced and accomplished professional who shares our culture and values.

Purpose of the Role:

You’ll support seamless customer experiences by delivering timely, empathetic, and well-structured assistance via live chat and email.

Your work will impact customer satisfaction and service efficiency by ensuring clear communication, accurate issue resolution, and consistent adherence to internal processes.

Key responsibilities:

Handle customer inquiries via live chat and email with clarity, efficiency, and care
Provide helpful, well-structured responses based on internal guidelines
Escalate complex or sensitive cases following the proper process
Maintain a respectful, professional tone across all communication
Stay focused and effective in a fast-paced environment
Work from a comfortable office in Tbilisi – is a must
Follow a rotating schedule of 20 floating shifts per month, alternating between day (7:00 AM – 4:00 PM) and evening (4:00 PM – 1:00 AM) shifts.

Required Experience:

Confident English (B2+ or higher), especially strong written communication
Understanding of customer interaction basics: polite tone, clarity, listening skills, and respectful messaging (even without prior support experience)
Ability to write structured, clear, and professional messages
Strong sense of responsibility and punctuality, reliable schedule adherence
Ability to receive and apply feedback; eagerness to learn and grow
Confident computer user with solid knowledge of basic tools and platforms
Attention to detail

Nice to have:

Previous experience in Customer Support
Familiarity with ticketing systems, live chat tools, or knowledge bases (LiveChat, Zendesk, Intercom, Freshdesk)
Experience in mentoring or training, or desire to grow in that direction

Benefits:

Full-time work opportunities
Private insurance
An additional Day Off (1) per calendar year
Sports program compensation
Comprehensive Mental Health Programme
Free online English lessons with native speakers
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.