Customer Support Specialist - Junior

📍 Job Overview

• Job Title: Customer Support Specialist - Junior
• Company: SOFTSWISS
• Location: Tbilisi, Georgia
• Job Type: Full-time, On-site
• Category: Customer Support
• Date Posted: 2025-07-24
• Experience Level: Entry-level (0-2 years)

🚀 Role Summary

• Customer-centric: Provide timely, empathetic, and well-structured assistance to customers via live chat and email.
• Problem-solving: Resolve customer concerns and issues accurately and efficiently.
• Process-driven: Adhere to internal processes and use internal tools effectively.
• Team-oriented: Collaborate with other teams to escalate complex issues and maintain high customer satisfaction levels.

📝 Enhancement Note: This role requires a strong customer satisfaction orientation, excellent communication skills, and the ability to work efficiently under pressure. Prior experience in customer support and familiarity with the iGaming industry would be beneficial but are not strict requirements.

💻 Primary Responsibilities

• Customer Interaction (70%): Respond to live chats and email inquiries professionally and efficiently, ensuring a high level of customer satisfaction through quality and accurate communication.
• Account Verification (15%): Assist customers with account verification and document processing.
• Issue Resolution (10%): Provide comprehensive advice and guidance to resolve customer concerns and issues accurately.
• Tool Management (5%): Use internal tools and workflows effectively to manage customer interactions and maintain efficiency.

📝 Enhancement Note: This role involves a high volume of conversations, requiring strong multitasking skills and the ability to maintain speed, accuracy, and professionalism at all times.

🎓 Skills & Qualifications

Education

• English proficiency at a B2 level or higher.
• Relevant education or training in customer support, communication, or a related field.

Experience

• 0-2 years of experience in customer support or a related role (preferred but not required).
• Proven track record of providing excellent customer service.

Required Skills

• Excellent English communication skills (written and verbal).
• 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.
• A customer satisfaction-oriented mindset.

Preferred Skills

• Prior experience in customer support.
• Familiarity with the iGaming industry.

📊 Web Portfolio & Project Requirements (N/A)

• Not Applicable: This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range

• The salary range for this role is not specified. However, based on market research for junior customer support roles in Tbilisi, Georgia, the estimated salary range is GEL 1,200 - 1,800 per month (approx. USD 350 - 530).

📝 Enhancement Note: The salary range is an estimate based on regional market data and may vary depending on the candidate's experience and skills.

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.

🎯 Team & Company Context

🏢 Company Culture

• Industry: iGaming software development and customer support services.
• Company Size: Medium-sized (100-249 employees).
• Founded: 2008.
• Team Structure: The customer support team consists of support specialists, team leads, and managers, working closely with other departments such as product, marketing, and IT.
• Development Methodology: Agile/Scrum methodologies are used for project management and customer support processes.

📝 Enhancement Note: SOFTSWISS values a customer-centric approach, continuous learning, and team collaboration. The company fosters a dynamic and inclusive work environment that encourages growth and innovation.

📈 Career & Growth Analysis

• Role Level: Junior Customer Support Specialist.
• Reporting Structure: Reports directly to the Customer Support Team Lead or Manager.
• 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.

🌐 Work Environment

• Office Type: Modern and comfortable office in Tbilisi, Georgia.
• Office Location(s): 5a Tornike Eristavi St, Tbilisi, Georgia.
• Workspace Context: Collaborative workspace with dedicated areas for customer support, team meetings, and training sessions. The office is equipped with ergonomic furniture and modern technology to support efficient work.
• Work Schedule: Shift schedule (12 hours, alternation of day and night shifts).

📝 Enhancement Note: The work environment at SOFTSWISS encourages open communication, teamwork, and a healthy work-life balance. The company provides comfortable and well-equipped offices to support employee productivity and well-being.

📄 Application & Technical Interview Process

• Interview Process:

  1. Online application review.
  2. Phone or video screening to assess communication skills and cultural fit.
  3. In-person or virtual interview with the hiring manager and team members to discuss the role, responsibilities, and company culture.
  4. Final decision and job offer.

• Portfolio Review Tips (N/A): Not applicable for this role.

• Technical Challenge Preparation (N/A): Not applicable for this role.

📝 Enhancement Note: The interview process at SOFTSWISS is designed to assess the candidate's communication skills, problem-solving abilities, and cultural fit. The company values transparency and provides clear expectations and feedback throughout the process.

🛠 Technology Stack & Web Infrastructure (N/A)

• Not Applicable: This role does not require a specific technology stack or web infrastructure knowledge as it is not a web development or server administration position.

👥 Team Culture & Values

• Customer Support Values:

  • Customer-centric approach.
  • Empathy and active listening.
  • Problem-solving and issue resolution.
  • Clear and concise communication.
  • Process adherence and efficiency.

• Collaboration Style:

  • Cross-functional collaboration with other departments.
  • Regular team meetings and training sessions.
  • Open communication and knowledge sharing.
  • Continuous learning and improvement.

📝 Enhancement Note: SOFTSWISS fosters a customer-centric culture that prioritizes clear communication, accurate issue resolution, and consistent process adherence. The company values open communication, teamwork, and a collaborative approach to problem-solving.

⚡ Challenges & Growth Opportunities

• Technical Challenges:

  • Handling a high volume of customer inquiries efficiently.
  • Resolving complex customer issues accurately and promptly.
  • Maintaining professionalism and patience under pressure.
  • Adapting to new tools and processes as the company grows and evolves.

• Learning & Development Opportunities:

  • On-the-job training and mentoring.
  • Internal workshops and professional development courses.
  • Participation in international professional conferences and corporate events.
  • Career progression opportunities within the customer support team or other departments.

📝 Enhancement Note: This role offers continuous learning and growth opportunities, allowing candidates to develop their customer support skills and advance their careers within the company.

💡 Interview Preparation

• Technical Questions (N/A): Not applicable for this role.

• Company & Culture Questions:

  • What attracts you to the customer support role at SOFTSWISS?
  • How do you handle difficult customers or complex issues?
  • Can you describe a time when you went above and beyond to help a customer?
  • How do you stay organized and manage your time effectively when handling a high volume of customer inquiries?

• Portfolio Presentation Strategy (N/A): Not applicable for this role.

📝 Enhancement Note: Prepare for the interview by researching SOFTSWISS and the iGaming industry, practicing common customer support scenarios, and reflecting on your customer service experiences and skills. Be ready to discuss your problem-solving approach, communication style, and commitment to customer satisfaction.

📌 Application Steps

To apply for this Junior Customer Support Specialist position at SOFTSWISS:

1. Submit your application through the application link.
2. Tailor your resume and cover letter to highlight your customer support experience, communication skills, and problem-solving abilities.
3. Prepare for the phone or video screening by practicing common customer support scenarios and reflecting on your customer service experiences.
4. Research SOFTSWISS and the iGaming industry to demonstrate your interest and understanding of the company and its products.

⚠️ 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.