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

First Line Support Specialist

Job Description