Helpware is a global company providing outsourcing back-office services with offices in the USA, Mexico, Ukraine, and the Philippines. We help small businesses as well as enterprises to free up their teams so they can focus on strategic high-value tasks that will move the dial for their businesses.
We are growing and have an open position as a Administative Specialist.
Skills and Qualifications:
- English B2+;
- Experience in the Client support area will be a plus;
- Basic technical background;
- Proactive approach, empathetic individuals, problem-solving skills;
- Ability to multi-task, prioritize, and manage time effectively.
Responsibilities:
Time & Attendance Management
- Manage and monitor employee clock-in/clock-out records in BambooHR.
- Maintain and update attendance reports.
Scheduling & Workforce Coordination
- Create and manage schedules for Team Leads, Quality Analysts, and Trainers.
- Allocate and track overtime and sick leave coverage hours, including validation and adjustments in QM.
- Ensure accurate request and registration of overtime slots in client tracking tools and QMAR.
System & Access Management
- Handle IT-related requests via internal communication channels and create tickets in Jira Helpware.
- Create and manage Okta access requests in Jira Vinted.
- Coordinate with agents to ensure timely completion of access-related processes.
- Submit team reassignment requests via the HR channel and create corresponding requests in BambooHR.
Performance & Reporting Support
- Prepare and complete Team Lead scorecards on a quarterly basis.
- Review and ensure alignment between QM Slots and TT statuses.
- Support payroll processes by validating data preparations through a structured checklist.
- Review quality mistakes in the mistake tracker and provide feedback to agents.
Communication & Information Sharing
- Distribute important internal updates and client requests to agents.
- Post performance results, announcements, and operational updates.
- Ensure visibility and accessibility of key information across the team.
- Attend cross-functional meetings and ensure alignment on key updates.
Operational Support & Coordination
- Handle ad hoc administrative requests, including urgent client or Operations Manager tasks.
- Support additional coordination activities assigned by Team Leads.
- Ensure timely execution of delegated operational tasks.
- Maintain visibility and follow-up on all escalations until resolution.
- Support agent distribution during ramp-up periods.
We Offer:
- Competitive compensation ;
- Medical insurance after the trial period;
- English classes;
- Schedule 8-17/9-18, 5 working days per week (flexible);
- Corporate training and parties.
If you have the qualifications needed and ready to maintain the required duties daily, please apply!
Skills Required
- English B2+
- Experience in client support
- Basic technical background
- Proactive approach and empathy
- Problem-solving skills
- Ability to multi-task, prioritize, and manage time effectively
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us. Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients. Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
