Email Support Representative Job at Helpware (Kampala)

Customer Support Technical Representative

The Customer Support Technical Representative role at 1Password involves providi...

Location

Netherlands

Salary:

Not provided

1Password

Expiration Date

Until further notice

Requirements

You have excellent written and spoken communication skills in English, with the ability to engage and share information effectively
2+ years of experience in a customer-facing technical role or similar, ideally supporting IDaaS/IAM, cloud platforms, SIEM, or developer workflows in the SaaS space
Strong problem-solving skills and the ability to clearly communicate technical concepts to diverse audiences with attention to detail
Comfort providing support via phone, email and remote support sessions
Proven ability to troubleshoot authentication protocols, including OpenID Connect and OAuth 2.0, as well as identity and directory services such as Microsoft Entra ID, Okta, Google Workspace, JumpCloud, OneLogin, Auth0, and Rippling
Working proficiency with cloud platforms, including AWS, Azure, Google Cloud, and DigitalOcean, as well as containerized environments such as Docker and Kubernetes
Understanding of networking fundamentals, including DNS, TCP/IP, and ports, with experience using diagnostic tools such as dig, IP lookup, and port scanning techniques
Experience working with REST APIs, including parsing and filtering API responses using jq
Previous experience working with SCIM, SSO and automated provisioning solutions
Basic scripting experience, with familiarity in Python, Bash, or PowerShell

Job Responsibility

Deliver the best-in-class customer experience that 1Password is known for, demonstrating empathy, tact and professionalism as you deliver solutions to our global customer base
Diagnose, troubleshoot and deliver effective solutions through email, phone and Zoom support sessions
Refine service delivery by relaying feedback, bugs and product feature requests to our internal teams and stakeholders
Proactively escalate high-impact issues and emergent trends, particularly those affecting key enterprise customers ensuring rapid resolution and cross-functional collaboration
Maintain a high level of productivity by efficiently managing technical cases, prioritizing impact-driven solutions, and ensuring timely, high-quality support for customers
Monitor incoming ticket volumes and escalations, triaging and escalating cases to L3 as appropriate
Leverage internal technical resources to expedite issue resolution, while enhancing this shared resource by contributing novel findings and creating new documentation
Collaborate closely with peers on complex cases, and take on a mentorship role for junior colleagues to support their continuing development
Maintain a growth mindset, continuously expanding your technical expertise by engaging with new technologies, industry developments, and internal training opportunities.

What we offer

Maternity and parental leave top-up programs
Wellness spending allowance
Generous PTO policy
Company-wide wellness days off scheduled throughout the year
Wellness Coach membership
Comprehensive health coverage
Company equity for all full-time employees
Retirement matching program
Training budget, 1Password University access, and learning sessions
Free 1Password account (and friends and family discount!)

Technical Support Representative - French Speaking

Our Customer Support Team is here to help customers by delivering first-class su...

Location

Portugal , Lisbon

Salary:

Not provided

Dashlane

Expiration Date

Until further notice

Requirements

At least two years of experience in a Level 2 (L2) Technical Support role, with a strong focus on supporting business-to-business (B2B) customers, preferably within a SaaS or technology company
Excellent spoken and written English, as this will be the primary language for team collaboration and for handling the majority of support requests
Professional fluency in spoken and written French is mandatory to provide technical support for specific cases involving our French-speaking customers
Experience handling different support channels such as phone, email, chat, and screen shares with customers to solve complex business/technical issues
You're quality-driven with a passion for creating extraordinary customer experiences while being able to help your team achieve efficiency and productivity objectives
You're experienced in managing support tickets throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand-off to the product/development team, and resolution
Experience working and interacting with technical teams like developers/engineers and QA
Experience working with customer support platforms such as Zendesk, Salesforce, etc
Experience working with a Sales and/or Customer Success team
Experience in troubleshooting technical issues that can arise on web applications, mobile applications, local software, and web extensions

Job Responsibility

Respond to customer questions rapidly and clearly - this entails inquiries related to Dashlane's product, customer accounts, billing, and how to make the most of Dashlane
When required, provide dedicated technical support to French-speaking customers via inbound/outbound calls, handling escalations, and assisting Customer Success Managers
Take ownership of solving a wide range of customer problems through email, calls, and other channels as needed by providing effective probing and troubleshooting
Comply with and suggest improvements for ticket categorization and issue identification guidelines
Test and reproduce issues to troubleshoot and help Dashlane’s Product and Engineering teams identify and fix bugs
Handle escalation of complex or sensitive cases that cannot be resolved by our level 1 team, and help identify coaching/training opportunities from working on escalated cases
Provide support to our Level 1 agents through designated channels, such as Team Support, for topics requiring more in-depth knowledge of our product and procedures
Primarily focused on B2B customers, you will provide direct support through specific queues, with shorter SLA, like the White Glove queue
Handle inquiries and issues through screen share sessions scheduled by B2B admins in real-time or through our callback system
Assist with training and development of Level 1 agents on product knowledge, internal processes, tools, quality and best practices

What we offer

Flex Benefits - allocate a monthly amount to a pool of benefits
Health insurance covered by Dashlane
5 extra vacation days each year, plus your birthday off
Company wide well-being days (one per quarter)
Equal Parental leave - up to 20 weeks fully paid leave, within the first year of birth or adoption
Donation matching program - Dashlane will match your donations to organizations driving positive impact in historically marginalized communities
Access mental health services through Spring Health, available for you and your family members
Team building & social events - weekly lunch in the office and monthly happy hour

Fulltime

Customer Service Technical Support Representative

A Member Care Representative is responsible for providing a basic to intermediat...

Location

United States , South Jordan

Salary:

Not provided

Cricut

Expiration Date

Until further notice

Requirements

One or more years working: a) as a high touch, face to face customer service role
b) in a call/contact center
c) as a customer service representative where technical support or trouble shooting is a primary job function
Windows and MacOS: Intermediate knowledge of Windows and Mac operating systems with above average provable experience troubleshooting hardware and software issues
Android and IOS: Intermediate troubleshooting capability for iOS and Android phones or tablets with above average provable experience troubleshooting hardware and software issues
Ability to accurately type 40+ wpm
Competent diagnosing basic to intermediate technical issues involving software applications and interfaces
Provable experience resolving customer related issues, inbound and/or outbound inquiries, returns, and diffusing escalated issues, etc.
Demonstrate sound interpersonal skills and a commitment to provide accurate information to members regarding Cricut®'s products and services
Ability to navigate difficult conversations and de-escalate tense interactions with professionalism and empathy

Job Responsibility

Provide service to Cricut® inbound customer inquiries regarding Cricut® products, hardware, software and services (primarily voice with potential for email and chat)
Document and escalate to internal and external teams as required to support complex support issues/requests
Reply to service tickets promptly and in accordance with established guidelines
Accurately maintain associated data, files and records regarding technical support incidents
Manage individual work to provide exceptional member satisfaction
Achieve all performance standards including service ticket SLA, handle time, quality, productivity, attendance, professionalism, etc.
Engage members by offering education on additional products or services to further enhance the customer experience
Provide how to information and knowledge to members using our crafting products
Demonstrate proficiency with all Cricut® products through on the job training
Effectively communicate and simplify technical terms for members while trouble shooting products of a creative, technical or mechanical nature

What we offer

competitive Medical, Dental, and Vision coverage
a 401(k) match
generous PTO
a yearly lifestyle stipend to support your wellness and passions
exclusive employee discounts

Fulltime

Customer Support Representative

Helpware is a technology-driven company with a global presence across several co...

Location

Mexico , Guadalajara

Salary:

Not provided

Helpware

Expiration Date

Until further notice

Requirements

B2 English
Customer Service experience
To live within Guadalajara's Metropolitan Zone

Job Responsibility

Become an expert on the product, knowing all the specifics of its functioning
Provide first-level support to customers via calls, 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
Work on creating, updating, or adjusting customer accounts by documenting personal information
Collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties
Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud-based platforms
Process and prepare information for auditing and reporting purposes
Update internal and customer-facing knowledge bases
Convert clients' feedback into feature requests for the development of the product

Fulltime

Customer Support Representative

Join the tech company that gives 100% of profits to charity. At Humanitix, every...

Location

Australia , Sydney

Salary:

65000.00 - 70000.00 AUD / Year

Humanitix

Expiration Date

Until further notice

Requirements

1+ year of customer-facing experience (support, success, or similar)
Tech-savvy instincts — quick to learn new tools & troubleshoot issues
Excellent written & verbal communication — you make complex things simple
Calm under pressure, patient, and able to de-escalate tricky situations
Curious, proactive, and collaborative — a genuine people person
Long-term working rights in Australia required

Job Responsibility

Be the go-to problem-solver for event organisers and guests — across email, chat, phone & video
Troubleshoot tech & ticketing issues, guiding customers with empathy and clarity
Collaborate with product & engineering to surface bugs, trends, and feature ideas
Create and update help-centre articles and FAQs to make life easier for users
Represent the Humanitix voice — kind, human, helpful, and a little weird (in the best way)
Help build a fun, inclusive team culture where everyone can be themselves

What we offer

Competitive salary (A$65–70K + Super + tax-effective salary packaging*)
Office in The Rocks, Sydney
Supportive, non-hierarchical culture — your ideas matter
Regular team events, retreats & our legendary Vibe Tribe socials (wine nights, swims, DJ parties, dress-ups & more!)
tax concessions

Fulltime

Customer Support Representative

Join the tech company that gives 100% of profits to charity. At Humanitix, every...

Location

Australia , Melbourne

Salary:

60000.00 - 65000.00 AUD / Year

Humanitix

Expiration Date

Until further notice

Requirements

1+ year of customer-facing experience (support, success, or similar)
Tech-savvy instincts — quick to learn new tools & troubleshoot issues
Excellent written & verbal communication — you make complex things simple
Calm under pressure, patient, and able to de-escalate tricky situations
Curious, proactive, and collaborative — a genuine people person
Long-term working rights in Australia required

Job Responsibility

Be the go-to problem-solver for event organisers and guests — across email, chat, phone & video
Troubleshoot tech & ticketing issues, guiding customers with empathy and clarity
Collaborate with product & engineering to surface bugs, trends, and feature ideas
Create and update help-centre articles and FAQs to make life easier for users
Represent the Humanitix voice — kind, human, helpful, and a little weird
Help build a fun, inclusive team culture where everyone can be themselves

What we offer

Competitive salary (A$60–65K + Super + tax-effective salary packaging)
Supportive, non-hierarchical culture — your ideas matter
Regular team events, retreats & our legendary Vibe Tribe socials (wine nights, swims, DJ parties, dress-ups & more!)

Fulltime

Customer Support Representative

We are looking for the kind of person who gets energized by helping others and s...

Location

United States , Houston

Salary:

Not provided

Tekmetric

Expiration Date

Until further notice

Requirements

A minimum of 1 year of experience in a customer-facing organization (experience with a SaaS company is preferred)
Understand basic financial and accounting concepts with a business mindset
Strong empathy for customers AND passion for growth
Great interpersonal skills with a problem-solver mentality
Experience with following defined processes using CRM and ticketing systems (HubSpot and Zendesk, a plus)
A high level of energy, drive, enthusiasm, initiative, commitment, and professionalism - A strong aptitude for quickly building rapport with customers
A self-starter attitude with solid organizational skills and attention to detail
Strong written and verbal communication skills
Strong technical acumen
2 years experience in contact center

Job Responsibility

Tackle customer questions head-on with curiosity and enthusiasm — whether it’s over phone, chat, or email — by quickly identifying issues and guiding customers toward effective, satisfying solutions
Bring energy and empathy to every interaction, making customers feel heard, valued, and genuinely supported — no matter how complex the challenge
Embrace transparency when helping customers navigate product issues by clearly explaining what’s happening and what to expect next
Serve as the customer’s voice internally by documenting bugs and collaborating with our development team to advocate for timely fixes and product improvements
Keep records sharp and accurate by updating tickets, account details, and communication logs with care
Stay sharp on product features, industry trends, and customer service best practices — and bring that knowledge into every conversation
Invite feedback from customers with confidence and curiosity, helping us constantly level up our service and product experience
Consistently meet or exceed performance goals that help us deliver best-in-class support
Jump in to support teammates when needed — we grow stronger together

What we offer

Enjoy the flexibility of remote work
Competitive base salaries that reflect your value
Generous Paid Time Off
Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones
Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families
Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp
401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
Life and Accidental Death & Dismemberment (AD&D) Insurance
Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best

Fulltime

Technical Support Representative

Corporate Tools is looking to add more tech savvy people to our web services sup...

Location

Salary:

18.50 USD / Hour

Corporate Tools

Expiration Date

Until further notice

Requirements

Strong empathy, ability to see challenges from the customer's point of view coupled with a passion to help
Knowledge or strong desire to learn domain registration, DNS management, web hosting concepts, and related protocols (e.g., HTTP, FTP, SMTP)
Familiarity with popular content management systems (e.g., WordPress, Joomla) and website builders (e.g., Wix, Weebly)
Proficiency or strong desire to learn to troubleshoot website-related issues, such as DNS configuration, SSL certificates, and email setup
Excellent communication skills, both verbal and written, with a friendly and personalized approach
Technical aptitude and the ability to quickly learn and adapt to new technologies and processes
Experience working with CRM systems and proficiency in using support tools and ticketing systems
Flexibility to work in a fast-paced environment, potentially including some temporary changes in set shift, occasional weekends, and occasional holidays
Strong attention to detail with a no-exception approach to protecting account privacy

Job Responsibility

Act as the first point of contact for customers, assisting via phone, email, potentially chat, and who knows what other ways in the future
Address customer inquiries, concerns, and technical issues related to domains, web hosting, email, DNS, and other related services
Guide customers through the process of registering, transferring, and managing their domain names
Assist customers with website setup, domain configuration, and troubleshooting website-related issues
Collaborate with internal teams, including technical support and account management, to resolve complex customer issues and ensure timely resolution
Educate customers on best practices for domain management, DNS setup, and web hosting configurations
Maintain accurate customer records, update account information, and document all customer interactions in the CRM system
Identify opportunities to upsell or cross-sell additional products and services to customers based on their needs
Stay up to date with industry trends and advancements in domain and web hosting technologies
Other client support duties as needed

What we offer

100% employer-paid medical, dental and vision for employees
Annual review with raise option
22 days Paid Time Off accrued annually, and 4 holidays
After 3 years, PTO increases to 29 days. Employees transition to flexible time off after 5 years with the company—not accrued, not capped, take time off when you want
The 4 holidays are: New Year’s Day, Fourth of July, Thanksgiving, and Christmas Day
Paid Parental Leave
Up to 6% company matching 401(k) with no vesting period
Quarterly allowance
Use to make your remote work set up more comfortable, for continuing education classes, a plant for your desk, coffee for your coworker, a massage for yourself... really, whatever
Open concept office with friendly coworkers

Fulltime

Email Support Representative

Helpware

Location:
Uganda , Kampala

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
December 09, 2025

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