📍 Job Overview

Job Title: Customer Support Specialist - Junior
Company: SOFTSWISS
Location: Tbilisi, Georgia
Job Type: Full-Time
Category: Customer Support
Date Posted: 2025-07-31
Experience Level: Entry Level
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.
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 written communication skills and the ability to handle customer interactions professionally. Previous customer support experience is not required, but a strong sense of responsibility and punctuality is essential.

💻 Primary Responsibilities

Customer Interaction: Handle customer inquiries via live chat and email with clarity, efficiency, and care.
Response Quality: Provide helpful, well-structured responses based on internal guidelines.
Professionalism: Maintain a respectful, professional tone across all communication.
Adaptability: Stay focused and effective in a fast-paced environment.
Shift Management: Follow a rotating schedule of 20 floating shifts per month, alternating between day and evening shifts.

📝 Enhancement Note: This role requires strong multitasking skills and the ability to work effectively under pressure. The ability to receive and apply feedback is also crucial for growth in this role.

🎓 Skills & Qualifications

Education: High school diploma or equivalent required. Relevant college degree or certification preferred.

Experience: No prior customer support experience required. Confident computer user with solid knowledge of basic tools and platforms.

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
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 is considered a plus. Familiarity with ticketing systems and live chat tools can help in quickly adapting to the role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

N/A - This role does not require a portfolio.

Technical Documentation:

N/A - This role does not require technical documentation.

📝 Enhancement Note: Although this role does not require a portfolio or technical documentation, demonstrating strong communication skills and a willingness to learn through a well-structured resume and cover letter can be beneficial.

💵 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.

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 are 40 hours per week, with 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. The actual salary may vary depending on the company's compensation structure and the candidate's qualifications.

🎯 Team & Company Context

🏢 Company Culture

Industry: SOFTSWISS is a software development company specializing in iGaming solutions. This role is part of their customer support team, which plays a crucial role in maintaining customer satisfaction and service efficiency.

Company Size: SOFTSWISS has a team of over 1,000 employees, providing a dynamic and collaborative work environment.

Founded: SOFTSWISS was founded in 2008, with a strong focus on innovation and customer satisfaction.

Team Structure: The customer support team consists of dedicated professionals who work together to ensure seamless customer experiences. The team is structured to provide efficient and effective support to customers through live chat and email.

Development Methodology: SOFTSWISS follows Agile methodologies, focusing on iterative development and continuous improvement. This approach ensures that customer feedback is incorporated into the development process, resulting in high-quality products and services.

Company Website: SOFTSWISS Website

📝 Enhancement Note: SOFTSWISS's focus on innovation and customer satisfaction creates an environment where customer support professionals can grow and make a significant impact on the company's success.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level position in the customer support field. It provides an excellent opportunity to gain experience in customer interaction, problem-solving, and communication.

Reporting Structure: This role reports directly to the Customer Support Team Lead, who is responsible for overseeing the team's performance and ensuring that customer support standards are met.

Technical Impact: The work of a Junior Customer Support Specialist directly impacts customer satisfaction and service efficiency. By providing timely, empathetic, and well-structured assistance, this role helps to build strong customer relationships and contribute to the company's overall success.

Growth Opportunities:

Career Progression: With experience and demonstrated proficiency, there are opportunities to advance to Senior Customer Support Specialist or Team Lead roles.
Skill Development: SOFTSWISS offers training, internal workshops, and participation in international professional conferences to help employees develop their skills and advance their careers.
Technical Leadership: As employees gain experience and demonstrate strong leadership skills, they may have the opportunity to take on more responsibilities and contribute to the development of customer support processes and best practices.

📝 Enhancement Note: The customer support team at SOFTSWISS provides a supportive environment for growth and development. With a focus on continuous learning and improvement, employees have the opportunity to advance their careers and make a significant impact on the company's success.

🌐 Work Environment

Office Type: SOFTSWISS offers a comfortable and modern office environment in Tbilisi, Georgia. The office is designed to foster collaboration and creativity, with state-of-the-art facilities and amenities.

Office Location(s): The office is located at 5a Tornike Eristavi St, Tbilisi, Georgia.

Workspace Context:

Collaboration: The office is designed to encourage collaboration and teamwork, with open-plan workspaces and dedicated meeting rooms.
Technology: SOFTSWISS provides employees with access to the latest tools and technologies to ensure they can perform their jobs effectively.
Work-Life Balance: SOFTSWISS offers a flexible work schedule, with opportunities for remote work and a focus on work-life balance.

Work Schedule: The work schedule for this role is a rotating shift schedule, with 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 modern and collaborative work environment at SOFTSWISS provides an ideal setting for employees to thrive and make a significant impact on the company's success.

📄 Application & Technical Interview Process

Interview Process:

Application Review: SOFTSWISS will review your application and resume to ensure you meet the basic qualifications for the role.
Phone/Video Screen: If your application is selected, you will be invited for a phone or video screen to discuss your qualifications and fit for the role.
On-Site Interview: If you successfully pass the phone screen, you will be invited to the SOFTSWISS office in Tbilisi for an on-site interview. This interview will focus on your communication skills, problem-solving abilities, and cultural fit.
Final Decision: After the on-site interview, SOFTSWISS will make a final decision and extend an offer to the selected candidate.

Portfolio Review Tips:

N/A - This role does not require a portfolio.

Technical Challenge Preparation:

N/A - This role does not have a technical challenge component.

ATS Keywords:

Customer Support
Written Communication
Clarity
Listening Skills
Attention to Detail
Responsibility
Punctuality
Feedback Reception
Eagerness to Learn
Computer Proficiency

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's communication skills, problem-solving abilities, and cultural fit. By demonstrating strong written communication skills and a willingness to learn, candidates can make a strong impression in the interview process.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Live chat tools (e.g., LiveChat, Zendesk Chat, Intercom)
Ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Management)
Knowledge bases (e.g., Zendesk Knowledge Base, Freshdesk Knowledge Base)
Customer Relationship Management (CRM) systems (e.g., Salesforce, HubSpot, Zoho CRM)

📝 Enhancement Note: Familiarity with these tools can help candidates quickly adapt to the role and provide effective customer support.

👥 Team Culture & Values

Customer Support Values:

Empathy: Understanding and sharing the feelings of customers to provide effective and compassionate support.
Professionalism: Maintaining a respectful and professional demeanor in all customer interactions.
Adaptability: Being able to quickly adjust to new situations and customer needs.
Continuous Learning: Being open to feedback and continuously improving communication skills and product knowledge.

Collaboration Style:

Teamwork: Working closely with other customer support team members to ensure customer issues are resolved efficiently.
Cross-Functional Collaboration: Working with other departments, such as product and marketing, to improve customer support processes and products.
Knowledge Sharing: Actively sharing knowledge and best practices with the team to improve overall customer support performance.

📝 Enhancement Note: The customer support team at SOFTSWISS values empathy, professionalism, adaptability, and continuous learning. By embodying these values, customer support professionals can make a significant impact on customer satisfaction and service efficiency.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume of Inquiries: Handling a large volume of customer inquiries efficiently and effectively.
Complex Issues: Resolving complex customer issues that may require escalation and collaboration with other departments.
Language Barriers: Communicating effectively with customers from diverse linguistic and cultural backgrounds.

Learning & Development Opportunities:

Product Training: Gaining a deep understanding of SOFTSWISS products and features to provide accurate and helpful support.
Communication Skills Development: Improving written and verbal communication skills through feedback and training.
Leadership Development: Developing leadership skills through mentoring, training, and taking on additional responsibilities.

📝 Enhancement Note: The customer support role at SOFTSWISS presents unique challenges and opportunities for growth and development. By embracing these challenges and seeking out learning opportunities, customer support professionals can make a significant impact on the company's success.

💡 Interview Preparation

Technical Questions:

Customer Interaction Scenarios: Be prepared to discuss how you would handle various customer interaction scenarios, demonstrating your ability to provide clear, concise, and empathetic support.
Problem-Solving: Be ready to demonstrate your problem-solving skills and ability to think critically about customer issues.
Adaptability: Show your ability to adapt to new situations and customer needs quickly and effectively.

Company & Culture Questions:

Company Knowledge: Demonstrate your understanding of SOFTSWISS and its products by asking insightful questions and sharing relevant observations.
Team Fit: Show your ability to work well with others and contribute positively to the team dynamic.
Growth Mindset: Express your eagerness to learn and grow in the role, both personally and professionally.

Portfolio Presentation Strategy:

N/A - This role does not require a portfolio.

📝 Enhancement Note: By demonstrating strong communication skills, problem-solving abilities, and a growth mindset, candidates can make a strong impression in the interview process and increase their chances of success.

📌 Application Steps

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

Submit your application through the SOFTSWISS careers page.
Tailor your resume and cover letter to highlight your strong written communication skills, customer interaction experience, and eagerness to learn and grow.
Prepare for the phone or video screen by practicing common customer interaction scenarios and problem-solving exercises.
Research SOFTSWISS and its products to demonstrate your understanding and enthusiasm for the role.
Prepare for the on-site interview by rehearsing your responses to common customer support questions and practicing your communication skills.

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

Customer Support Specialist - Junior