Remote Customer Support Specialist — Growth & Impact

Helpware Inc.; Kentucky; Hybrid; USD 1,791,000 - 2,342,000; Full time

Benefits offered by this job

Conditional Remote Work

Computer equipment

Great culture

Growth opportunities

Job summary

Helpware Inc. is seeking a Customer Service Representative to collaborate with core team members and department heads to address customer needs and deliver optimal results.

The role emphasizes customer advocacy, learning, and long-term career growth within a technology-driven company with multiple offices. The position involves assisting customers via email and chat, transferring calls between providers, and maintaining documentation in CRM systems while supporting a range of business-critical

Qualifications

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

Responsibilities

• Assist transfer of calls between patients/pharmacies/doctors.
• Become an expert on the product and its workings.
• Provide first-level support to customers via email and chat in a timely, professional manner.
• Address inquiries, troubleshoot problems, and guide users through basic resolution steps.
• Maintain a positive, empathetic, and professional attitude toward customers.
• Create/update customer accounts by documenting personal information.
• Collaborate with colleagues and management on best practices and insights.
• Document and track customer interactions and resolutions in CRM and cloud tools.
• Prepare information for auditing and reporting.
• Update internal and customer-facing knowledge bases.
• Convert client feedback into feature requests for product development.
• Escalate unresolved issues to Tier 2 while owning the case until resolution.
• Explain technical information to non-technical users.
• Stay updated on product knowledge and capabilities.
• 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.

Skills

Customer service

Communication

Problem solving

English proficiency

Education

High school diploma or equivalent

Job description

Helpware Inc. is seeking a Customer Service Representative to collaborate with core team members and department heads to address customer needs and deliver optimal results.

The role emphasizes customer advocacy, learning, and long-term career growth within a technology-driven company with multiple offices. The position involves assisting customers via email and chat, transferring calls between providers, and maintaining documentation in CRM systems while supporting a range of business-critical