Position: French Customer Support Representative
Company: Helpware
Category: Support
Experience required: 1y
English level: upper

**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.

Our Kyiv, Ukraine Team is growing and we're looking for experienced French Customer Support Representatives to join our Helpware team.

**Position Overview:**
Meliorism is a premier all-in-one technology solutions provider with a focus on delivering world-class, custom technology platforms that cater to the travel, online learning, and e-commerce transportation industries. Our sole aim is to provide cost-effective technology services. Our team has a relentless focus on delivering scalable and reliable technology platforms, which can be the growth engine for aspiring digital companies. They are seeking talented and responsible bilingual Customer Support who have a proven track record in building sustainable relationships of trust through open and interactive communication with customers.

The Customer Support Representative at Meliorism is the company’s frontline representative who interacts with customers via our three key contact channels - email, and webchat initially then phones later on - as 90%+ of their daily responsibilities. The Associate is tasked with providing top notch, concierge type of service to Meliorism’s VIP clients with thousands of followers & supporters. They are tasked with answering incoming support inquiries and working proactively to resolve customer service situations using available resources. The Associate is expected to maintain an intricate balance between efficiency and quality of service to ensure that Meliorism’s customers receive a high level of customer care and also to ensure a streamlined process for issue resolution.


**Primary Responsibilities:**
Will answer emails, and chat queries. 
Investigating customer service issues
Resolving customer service situations using appropriate tools and accommodations
Create self-service contents
Update support knowledge base
Write scripts and templates
Escalate complicated tickets
Collect bug reports and feature requests
Maintaining a positive and professional attitude toward customers at all times
Responding promptly to customer inquiries
Communicating with customers through various channels
Acknowledging and resolving customer complaints
Knowing our products inside and out so that you can answer questions
Processing orders, forms, applications and requests
Keeping records of customer interactions, transactions, comments and complaints
Communicating and coordinating with colleagues as necessary
Providing feedback on the efficiency of the customer service process
Ensure customer satisfaction and provide professional customer support
Engage customers with Meliorism emails/accounts and logo on emails.


**What you will need to be successful:**
Task efficient
Critical thinker
You like to have fun
Business analytical
Meet tight deadlines
Work under pressure
Solid Technical knowledge
Strong work ethic
Independent and self-motivated
Naturally Energetic and Enthusiastic especially when it comes to people and you

**Qualifications:**
Open to working with a flexible schedule (Day, Mid, Night Shift and weekends).
Fluent in both written and spoken English/French
With at least 1 year of Customer Support Experience (experience with tickets and live chats).
Proficient in using Zendesk, LiveChat, CRM and other customer support tools (Navigation and
testing skills).
Able to analyse and solve technical problems related to client products by investigating
potential solutions using troubleshooting skills.
With excellent problem-solving skills – understand the issues/concerns of the customers.
With great documentation skills.
Dedicated and committed to learn product knowledge and help the team by being proactive.
Able to learn new products and technologies.
Able to work effectively in situations characterized by continual change.
Excellent written communication and customer handling skills.
Excellent listening and multitasking skills.
Has good organizational skills and keen attention to detail.
Able to work under pressure.
Can adapt to inevitable changes around the workplace.
Able to deal professionally with demanding customers.
Can show empathy for customers / common sense.
Adherence to daily/weekly/monthly KPI’s to achieve client satisfaction.
Has working knowledge of PC architecture/technology, Web and mobile applications

Schedule: Mon-Fri 2pm - 11pm Kyiv Time

**We offer:**
- full remote work;
- Competitive compensation linked to USD rate;
- Medical and Life insurance after the trial period;
- Corporate training and parties.

We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted.

Please send your CV in English indicating your salary expectations.

If you have the qualifications needed and ready to maintain the required duties daily, please apply!
Про компанію Helpware
We are doers, tinkerers, and thinkers. We take on your projects and ideas - and turn them into process and operations reality to allow you to focus on scale.

We become an extension of your team. Get the extra hands, the ideas and process capabilities in order to truly scale, while focusing on your core competencies.