Remote Customer Support Specialist — Growth & Impact

Helpware; Mount Sterling (KY); Hybrid; USD 17,000 - 25,000; Full time

Benefits offered by this job

$15 USD per hour

Conditional Remote Work Setup

Computer equipment

Great culture

Growth opportunities

Job summary

Helpware is seeking a Customer Service Representative in Kentucky for conditional remote work and a Monday–Friday schedule. You will support customers via email and chat, transfer calls, and document interactions in CRM while maintaining professionalism and empathy.

The role requires 1+ year in customer service, English at C1, and a willingness to learn. The position offers $15 USD/hour, with remote-work flexibility and opportunities for growth within a dynamic team.

Qualifications

• High school diploma or equivalent and at least 1 year in a fast-paced customer service role.
• Proficient English communication (C1) with clear written and spoken skills.
• Familiarity with CRM systems and multi-channel support.

Responsibilities

• Transfer calls between patients, pharmacies, and doctors as needed.
• Become an expert on the product and its functioning.
• Provide first-level support via email and chat promptly and professionally.
• Troubleshoot issues and guide users through basic resolutions.
• Maintain a positive, empathetic attitude toward customers.
• Document and update customer accounts with accurate information.
• Collaborate with colleagues and management on best practices.
• Log interactions and resolutions in CRM and cloud tools.
• Prepare information for auditing and reporting.
• Update knowledge bases for internal and customer-facing use.
• Convert client feedback into feature requests for development.
• Escalate unresolved issues to Tier 2 while owning the case.
• Explain technical details to non-technical users.
• Stay updated on product knowledge and troubleshooting steps.
• Adapt to a fast-paced environment with frequent changes.
• Open to working all shifts as needed.

Skills

Customer empathy

Effective communication

Problem solving

Multi-tasking

Attention to detail

Education

High school diploma or equivalent

1+ year customer service experience

English (C1)

Tools

CRM Software

Email support

Chat support

Job description

Helpware is seeking a Customer Service Representative in Kentucky for conditional remote work and a Monday–Friday schedule. You will support customers via email and chat, transfer calls, and document interactions in CRM while maintaining professionalism and empathy.

The role requires 1+ year in customer service, English at C1, and a willingness to learn. The position offers $15 USD/hour, with remote-work flexibility and opportunities for growth within a dynamic team.