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 efficientlyProvide comprehensive guidance and support to ensure smooth and uninterrupted service performanceUse internal tools and workflows effectively (training provided)Escalate complex or unresolved cases to the appropriate team with detailed documentationMaintain high quality and accuracy in all communications and task handlingHandle a high volume of tasks efficiently while maintaining professionalismWork from our office in Tbilisi – mandatoryFollow 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 abilityExcellent typing speed and ability to work efficiently with multiple software toolsA team player with a strong sense of accountabilityAbility to ensure smooth processes and maintain high operational qualityNice to have:Prior experience in customer supportOur Benefits:Private health insuranceSports benefitsComprehensive Mental Health ProgramFree English lessons (online)Local language coursesPaid time offMaternity leave supportReferral program rewardsUpskilling, internal workshops, and participation in professional conferences