{"id":3415048,"url":"https://alion.io/job/helpware-night-time-customer-support-representative","title":"Night Time Customer Support Representative","company":{"id":454250,"name":"Helpware","domain":"helpware.com","url":"https://alion.io/company/helpware-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lima, Peru"],"countries":["PE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":5000,"max_usd":11000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2087},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-28T15:35:38Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-31T21:06:33Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Customer Service Representative | Peru | On-site | Nightshift\nHere's the deal!\nHelpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines that 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.\nYour day-to-day!\nBecome an expert on the product, knowing all the specifics of its functioning.\nPerform Back-office activities related to the operational requirements.\nAutonomously manage assigned tasks, queues, support requests while maintaining productivity.\nProvide support to customers via email and/or chat in a timely and professional manner.\nAddress customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps.\nMaintain a positive, empathetic, and professional attitude toward customers at all times.\nWork on creating, updating, or adjusting customer accounts by documenting personal information.\nCollaborate with colleagues and management on best practices and insights about any aspect of the job or its duties.\nDocument and track customer interactions, issues, and resolutions in CRM, online tools, and cloud based platforms.\nProcess and prepare information for auditing and reporting purposes.\nUpdate internal and customer-facing knowledge bases.\nConvert clients’ feedback into feature requests for the development of the product. • Escalate unresolved issues to client-defined escalation paths while maintaining ownership of the case until resolution.\nEffectively communicate technical information to non-technical users.\nStay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps.\nOther related tasks assigned by managers of the Client and/or Helpware.\nWhat you need\nAdvanced English\nAt least 1 years of Customer Service experience\nExperience supporting customers through email and/or chat is highly preferred\nExcellent written communication skills with strong grammar and attention to detail\nStrong problem-solving and critical thinking skills\nAbility to remain calm and professional when handling difficult situations\nComfortable multitasking across multiple systems and applications\nReliable internet connection and a distraction-free workspace\nAvailability to work assigned schedules, including weekends if required\nAvailability to work a night shift (6 pm to 3 am local time).\nWhat you get\nCompetitive salary\nHybrid role\nPaid training\nCareer growth opportunities\nSupportive team environment\nWork with an international company and global clients","description_format":"text","description_chars":2706,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Growth opportunities"],"hiring_locations":[{"name":"Peru","iso":"PE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process 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