Customer Service Representative

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

About Us

Helpware is a technology-driven company that provides Customer Experience & Operational Support for modern companies. Our team 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. We have offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines.

Overview

As a Customer Support Representative, you will collaborate with core team members and department heads to navigate customers' needs and deliver optimal results. We are looking for a candidate with a history of success interacting with customers, building strong relationships, and practicing customer advocacy. Our ideal candidate is eager to learn, strives for excellence, and is committed to building a long-term career.

Education & Experience

• High school diploma or equivalent.
• 1+ year of customer service experience in a fast-paced environment.
• English (C1)

Skills & Responsibilities

• Helping transfer calls between patients/pharmacies/doctors
• Become an expert on the product, knowing all the specifics of its functioning.
• Provide first-level support to customers via 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.
• Escalate unresolved issues to Tier 2 support or relevant departments, while maintaining ownership of the case until resolution.
• Effectively communicate technical information to non-technical users.
• Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps.
• Ability to thrive in a fast-paced, dynamic environment with frequent changes.
• Open to working all shifts as needed by the business.
• Other related tasks assigned by managers of the Clients and/or Helpware.