Technical Support Representative - Level Zero

About Us :

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Position Overview :

As a Level 0 Technical Support Representative, you will be the first point of contact for customers seeking technical assistance. The role involves addressing basic technical issues, providing troubleshooting guidance.

Primary Responsibilities :

• Case Management & Resolution :
• Manage and resolve a high volume of basic, well-documented technical inquiries and service requests via email.
• Execute clear, step-by-step procedures to fulfill routine requests (e.g., password resets, data resyncs, configuration changes).
• Maintain accuracy and efficiency in all case handling, adhering to defined processes.

Knowledge-Centered Service (KCS) Adherence :

Resolve cases by diligently leveraging our existing Resource Hub (knowledge base).

Identify and accurately report any inaccuracies, gaps, or unclear information within existing knowledge articles to the Core Team for review and updating.

Issue Capture & Escalation :

Identify technical issues or customer inquiries that fall outside of documented solutions or your defined scope.

Capture all relevant customer and system information (e.g., error messages, steps to reproduce, user details) clearly and concisely.

Accurately escalate unresolved technical issues to the L1 Core Team for advanced troubleshooting and resolution, ensuring a smooth handoff.

Customer Communication :

Communicate clearly, empathetically, and professionally with customers via email throughout the case lifecycle.

Provide guidance and resolutions that are easy for customers to understand, regardless of their technical background.

Qualifications :

Soft Skills

Proactive approach

Empathetic individuals

Problem-solving skills

Organizational skills

Multitasking

Hard Skills :

Basic computer skills

Excellent verbal and / or written communication skills

Basic knowledge of industry-specific software / tools

Familiarity with company-specific software / tools

Ability to convey technical information clearly

Education :

High school diploma or equivalent; additional education in a technical field is a plus.

Certifications in relevant technologies or products are a plus

Work Experience :

1+ year of experience in a technical support or service role

Technical Skills

Experience working with CRM, any ticket system is preferred

Basic troubleshooting skills