Job Description

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, 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.

What the Role is About

Helpware is looking for a fantastic

Customer Service Representative

to join our humble team in

Sofia, Bulgaria

. In this role, you will be delivering exceptional customer service across

phone, email, and live chat

channels, addressing customer needs in a personalized and efficient manner.


You will work for one of our global iGaming clients - a fast-growing company that brings entertainment to users across multiple platforms. The role requires a high level of communication, attention to detail, and a customer-first mindset.

Responsibilities

Become an expert on the product, understanding all the specifics of its features and functions. Provide first-level support to customers via phone, email, and/or chat in a timely and professional manner. Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps. Maintain a positive, empathetic, and professional attitude toward customers at all times. Create, update, or adjust customer accounts and process personal data accurately. Document and track customer interactions, issues, and resolutions in internal systems (CRM, ticketing tools). Escalate unresolved issues to Tier 2 support or other departments while maintaining ownership until resolution. Communicate technical concepts clearly to non-technical users. Suggest improvements based on customer feedback by converting it into feature requests. Keep internal and customer-facing knowledge bases up-to-date. Collaborate with colleagues and management to share best practices and support team goals. Perform other duties as assigned by Helpware and/or Client Management.

Requirements

Fluent Turkish (C1-C2)

and

Intermediate English (B1+)

- both written and spoken. Previous experience in

Customer Support

, especially handling

calls, emails, and chats

. Ability to work independently and in a team-oriented environment. Strong problem-solving and communication skills. Comfortable with using online tools and working in CRM or ticketing systems Experience in Tech Support is a plus. Interest or experience in iGaming is a plus.

We Offer

Competitive compensation in

USD

English lessons

to support your development Friendly team and inclusive culture Regular

corporate events

and team-building activities * Opportunities for professional growth within a dynamic international environment