📍 Job Overview

Job Title: Junior Customer Support Specialist
Company: SOFTSWISS
Location: Tbilisi, Georgia
Job Type: On-site, Full-Time
Category: Customer Support
Date Posted: August 1, 2025
Experience Level: Entry Level (0-2 years)
Remote Status: On-site

🚀 Role Summary

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, Georgia

📝 Enhancement Note: This role requires strong written communication skills in English and a solid understanding of customer interaction basics. Previous customer support experience is not required but would be beneficial.

💻 Primary 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
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

📝 Enhancement Note: This role requires strong attention to detail and the ability to work effectively in a fast-paced environment. Excellent written communication skills are essential for providing clear and helpful responses to customers.

🎓 Skills & Qualifications

Education: High school diploma or equivalent

Experience: No previous customer support experience required

Required Skills:

Confident English (B2+ or higher), especially strong written communication
Understanding of customer interaction basics: polite tone, clarity, listening skills, and respectful messaging
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

Preferred Skills:

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

📝 Enhancement Note: While previous customer support experience is not required, it would be beneficial for candidates to have some familiarity with customer interaction basics and a strong sense of responsibility.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

N/A (This role does not require a web portfolio)

Technical Documentation:

N/A (This role does not require technical documentation)

📝 Enhancement Note: Since this role does not involve web development or server administration, there are no portfolio or technical documentation requirements.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified. According to Glassdoor, the average salary for a Junior Customer Support Specialist in Tbilisi, Georgia is around GEL 1,500 - 2,500 per month (USD 450 - 750). However, this can vary depending on the company and the candidate's skills and experience.

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

Working Hours: The working hours for this role involve 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.

📝 Enhancement Note: The salary range provided is an estimate based on market research and may vary depending on the company and the candidate's skills and experience. The benefits listed are based on the information provided in the job listing.

🎯 Team & Company Context

🏢 Company Culture

Industry: iGaming software development and online casino solutions

Company Size: Medium-sized company with around 200 employees

Founded: 2008

Team Structure:

The Customer Support team is responsible for handling customer inquiries and ensuring customer satisfaction
The team works closely with other departments, such as Product and Development, to resolve customer issues and improve products and services

Development Methodology:

Agile/Scrum methodologies are used for software development and project management
The company values continuous improvement and regular feedback

Company Website: SoftSwiss

📝 Enhancement Note: The company culture at SOFTSWISS is focused on customer satisfaction and continuous improvement. The company values strong communication and collaboration between teams to ensure the best possible customer experience.

📈 Career & Growth Analysis

Customer Support Career Level: Junior Customer Support Specialist

Reporting Structure: This role reports directly to the Customer Support Team Lead

Technical Impact: This role has a direct impact on customer satisfaction and service efficiency by ensuring clear communication, accurate issue resolution, and consistent adherence to internal processes

Growth Opportunities:

Opportunities for career growth and development within the Customer Support team and other departments
The company offers training, internal workshops, and participation in international professional conferences to support employee growth and development

📝 Enhancement Note: This role offers opportunities for career growth and development within the Customer Support team and other departments. The company's focus on continuous improvement and regular feedback creates an environment that supports employee growth and development.

🌐 Work Environment

Office Type: On-site, comfortable office in Tbilisi, Georgia

Office Location(s): 5a Tornike Eristavi St, Tbilisi, Georgia

Workspace Context:

The office provides a comfortable and collaborative work environment
The Customer Support team works closely together to ensure customer satisfaction and service efficiency
The company offers a comprehensive mental health program to support employee well-being

Work Schedule: The work schedule involves 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

📝 Enhancement Note: The work environment at SOFTSWISS is collaborative and supportive, with a focus on employee well-being and growth. The company offers a comfortable office in Tbilisi, Georgia, and a comprehensive mental health program to support employee well-being.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screening to assess communication skills and cultural fit
Practical test to evaluate problem-solving skills and customer support abilities
Final interview with the Customer Support Team Lead to discuss the role and answer any questions

Portfolio Review Tips:

N/A (This role does not require a web portfolio)

Technical Challenge Preparation:

Brush up on customer support basics, such as active listening, clear communication, and problem-solving skills
Familiarize yourself with the company's products and services to better understand the context of customer inquiries

ATS Keywords: Customer Support, Written Communication, Clarity, Listening Skills, Respectful Messaging, Responsibility, Punctuality, Feedback Reception, Eagerness to Learn, Computer Proficiency, Attention to Detail

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, problem-solving skills, and cultural fit. The company values strong communication and collaboration, so candidates should be prepared to demonstrate their ability to work effectively in a team environment.

🛠 Technology Stack & Web Infrastructure

Technology Stack:

N/A (This role does not involve web development or server administration)

📝 Enhancement Note: Since this role does not involve web development or server administration, there is no technology stack or web infrastructure to consider.

👥 Team Culture & Values

Customer Support Values:

Strong communication and active listening skills
Clear and concise written communication
Empathy and understanding for customer needs
Problem-solving skills and a customer-focused mindset
Strong sense of responsibility and attention to detail

Collaboration Style:

Collaborative and supportive team environment
Regular feedback and continuous improvement
Close collaboration with other departments to resolve customer issues and improve products and services

📝 Enhancement Note: The Customer Support team at SOFTSWISS values strong communication, active listening, and a customer-focused mindset. The team works collaboratively to ensure customer satisfaction and service efficiency.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling complex or sensitive customer issues
Working effectively in a fast-paced environment
Maintaining a professional and respectful tone in all communication

Learning & Development Opportunities:

Opportunities for career growth and development within the Customer Support team and other departments
Training, internal workshops, and participation in international professional conferences to support employee growth and development

📝 Enhancement Note: This role offers opportunities for career growth and development within the Customer Support team and other departments. The company's focus on continuous improvement and regular feedback creates an environment that supports employee growth and development.

💡 Interview Preparation

Technical Questions:

How would you handle a difficult or upset customer?
Can you describe a time when you had to solve a complex problem?
How do you stay organized and focused in a fast-paced environment?

Company & Culture Questions:

Why are you interested in working in customer support?
How do you stay up-to-date with the latest customer support best practices?
How do you handle feedback and criticism?

Portfolio Presentation Strategy:

N/A (This role does not require a web portfolio)

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, problem-solving skills, and cultural fit. Candidates should be prepared to demonstrate their ability to work effectively in a team environment and handle customer support challenges.

📌 Application Steps

To apply for this Junior Customer Support Specialist position:

Submit your application through the application link provided in the job listing
Prepare for the phone or video screening by brushing up on your communication skills and familiarizing yourself with the company's products and services
Prepare for the practical test by reviewing customer support basics and practicing problem-solving skills
Research the company and its products and services to better understand the context of customer inquiries and prepare for the final interview

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Specialist - Junior