Backup Support Specialist at Helpware

Helpware is a global company providing outsourcing and customer operations with teams in the USA, Mexico, Ukraine, Albania, and the Philippines. We partner with innovative companies and help them scale by taking over operational processes so their teams can focus on strategic, high-value work.

We are growing and opening a position for a Backup Support Specialist.

This is a versatile, cross-functional role supporting Inside Sales, Onboarding, and Data Entry workflows. You will be trained across these functions and step in during peak volume or when full-time agents are offline. The ideal candidate is proactive, organized, and comfortable learning new tools and juggling multiple operational tasks.

Skills and Qualifications

• Excellent English written communication
• Experience in Customer Support, Sales Support, or Back-Office roles will be a plus
• Strong attention to detail and accuracy in data entry
• Tech-savvy and confident using multiple apps and internal systems
• Ability to multitask, prioritize, and work in a fast-paced environment
• Customer-centric mindset with problem-solving skills
• Ability to collaborate with different teams (Sales, Design, Operations)
• Fast learner able to switch between workflows
  

Responsibilities

Inside Sales Support

• Manage incoming leads via live chat and quote queue
• Qualify customers, understand their needs, guide them through blueprinting and quoting
• Coordinate order/quote workflows and meet internal deadlines
• Support the customer journey from Quote to Closed Won, including confirming products, coordinating mockups, approvals, and store launches
• Maintain documentation and payment tracking in internal tools
• Assist with promo codes, seasonal follow-ups, and store performance

Onboarding Support

• Respond to customer chats/emails and guide them through platform onboarding
• Support setup of online stores, upload items, merchandise correctly, and optimize store activation
• Perform basic image edits (Photoshop or similar) and coordinate with Design teams when needed
• Ask qualifying questions, determine account potential, and route opportunities to Sales
• Maintain CRM hygiene (tickets/contact pages)

Data Entry Support

• Configure custom products with supplied artwork and mockups
• Enter product details (SKUs, pricing, colors, customization options) with high accuracy
• Validate setups before publishing
• Review agreements and place orders accurately in internal platforms
• Support Sales/Inside Sales with manual tasks and order processing

We Offer

• Competitive compensation linked to USD rate
• Medical insurance after the trial period
• English classes
• Schedule: mostly Mon–Fri, 16:00–01:00 Kyiv time. May shift to Sun–Thu or Tue–Sat, depending on team PTO coverage.
• Corporate training and events
• Opportunity to work in a global company with career-growth potential