Customer Support Representative Tier 1

About the role

Helpware is seeking a Customer Support Representative Tier 1 to provide first‑line voice, email and chat assistance to internal and external customers. The role involves using company software tools to resolve inquiries, support strategic projects and ensure accurate data entry.

Key responsibilities

• Deliver first‑level support via phone, email or chat in a timely, professional manner.
• Address customer questions, resolve complaints and provide product or service information.
• Document interactions accurately in the system and perform data‑entry tasks while maintaining data integrity.
• Escalate complex issues to Tier 2 or relevant departments.
• Follow communication procedures, guidelines and company policies.
• Meet or exceed quality and productivity targets.
• Collaborate with teammates to improve customer satisfaction and retention.

Required profile

• High School Diploma or GED; Associate’s degree is a plus.
• 3–5 years of relevant customer service experience.
• Basic competency with Microsoft Outlook, Word and PowerPoint.
• Familiarity with SAP or other order‑management systems and Salesforce.com is advantageous.

Required skills

• Microsoft Outlook
• Microsoft Word
• Microsoft PowerPoint
• SAP (optional)
• Salesforce.com (optional)