Job Description

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 efficiently
• Provide comprehensive guidance and support to ensure smooth and uninterrupted service performance
• Use internal tools and workflows effectively (training provided)
• Escalate complex or unresolved cases to the appropriate team with detailed documentation
• Maintain high quality and accuracy in all communications and task handling
• Handle a high volume of tasks efficiently while maintaining professionalism
• Work from our office in Tbilisi – mandatory
• Follow 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 ability
• Excellent typing speed and ability to work efficiently with multiple software tools
• A team player with a strong sense of accountability
• Ability to ensure smooth processes and maintain high operational quality

Nice to have

• Prior experience in customer support

Our Benefits

• Private health insurance
• Sports benefits
• Comprehensive Mental Health Program
• Free English lessons (online)
• Local language courses
• Paid time off
• Maternity leave support
• Referral program rewards
• Upskilling, internal workshops, and participation in professional conferences