Customer Experience Specialist: Chat & Email Support

Helpware; Kentucky; On-site; USD 32,000 - 52,000; Full time

Job summary

Helpware is seeking a Customer Support Representative in Kentucky to collaborate with teams, assist customers, and document interactions. The role emphasizes customer advocacy, resolving inquiries, and maintaining a professional demeanor in a fast-paced setting.

The ideal candidate has 1+ year of customer service experience and English at C1 level, with a focus on rapid problem solving and knowledge sharing across teams.

Qualifications

• 1+ year of customer service experience in a fast-paced environment.
• English (C1) proficiency.

Responsibilities

• Help transfer calls between patients/pharmacies/doctors.
• Become an expert on the product and its specifics.
• Provide first-level support to customers via email and/or chat.
• Address inquiries, troubleshoot problems, and guide users through basic steps.
• Maintain a positive, empathetic, and professional attitude toward customers.
• Document and update customer accounts in CRM and cloud platforms.
• Escalate unresolved issues to Tier 2 while owning the case.
• Communicate technical information to non-technical users.

Skills

Call transfer

Product expertise

First-line support

Troubleshooting

Customer empathy

CRM documentation

Knowledge base updates

Escalation

Technical communication

Adaptability

Shift flexibility

Education

High school diploma or equivalent

Job description

Helpware is seeking a Customer Support Representative in Kentucky to collaborate with teams, assist customers, and document interactions. The role emphasizes customer advocacy, resolving inquiries, and maintaining a professional demeanor in a fast-paced setting.

The ideal candidate has 1+ year of customer service experience and English at C1 level, with a focus on rapid problem solving and knowledge sharing across teams.