Customer Service Representative (SR)

Helpware; Cookeville, Crossville (TN, TN, KY); Hybrid; USD 17,000 - 24,000; Full time

Benefits offered by this job

Hourly pay $15

Conditional remote

Computer equipment

Great culture

Growth opportunities

Job summary

Helpware Inc. is seeking a Customer Support Representative to assist customers via email and chat, transfer calls between providers, and document interactions in CRM.

You will build strong relationships, advocate for customers, and deliver timely, professional resolutions in a fast-paced environment. The role offers conditional remote work with on-site reporting for business-critical needs, plus a starting wage of $15 per hour.

Qualifications

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

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.

Skills

Call transfer

Product expertise

Email/chat support

Troubleshooting

Customer empathy

Account management

CRM documentation

Knowledge base updates

Feedback to dev

Escalation handling

Technical communication

Shift flexibility

Education

High school diploma or equivalent

Tools

CRM systems

Job description

CUSTOMER SERVICE REPRESENTATIVE

Location: Kentucky, US & Tennessee, US | Work setup: Conditional remote | Schedule: Monday to Friday

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.

Benefits

• $15 USD per hour.
• Conditional Remote Work Setup
  • Work from home with onsite reporting required for business-critical needs, connectivity disruptions, training, or performance support.
• Computer equipment.
• Great culture.
• Growth opportunities.

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.

Physical and Mental Requirements

• Must be physically willing and able to sit for an 8-hour shift.
• Must be physically willing and able to type continuously using a keyboard for a full 8-hour shift.
• Must be physically willing and able to manage multiple chat conversations simultaneously.
• Must have the mental resilience to handle difficult or upset customers without experiencing anxiety.
• Must have the ability to thrive in a high-volume, fast-paced call center environment.