Customer Service Representative (SR)

Helpware

5d•$15 - $15•Hybrid

About The Position

Helpware is a technology-driven company that provides customer experience and operational support to modern companies. As a Customer Support Representative, you will work with core team members and department heads to understand customers’ needs and deliver effective results. The role is suited to someone with a record of successful customer interactions, strong relationship-building and customer advocacy skills, eagerness to learn, and interest in a long-term career. The representative helps route calls among patients, pharmacies, and doctors, and provides first-level support through email and/or chat. They learn the product, respond to inquiries, troubleshoot basic issues, document customer accounts and interactions, and coordinate unresolved issues with Tier 2 support or other departments while retaining ownership through resolution. The role also includes maintaining knowledge resources, preparing information for auditing and reporting, and relaying customer feedback as product feature requests. The position is based in Kentucky or Tennessee with a conditional remote setup. Employees work from home, with onsite reporting required for business-critical needs, connectivity disruptions, training, or performance support. The listed schedule is Monday to Friday, although the role requires openness to working all shifts as business needs require.

Requirements

High school diploma or equivalent.
At least 1 year of customer service experience in a fast-paced environment.
English proficiency at C1 level.
Ability to thrive in a fast-paced, dynamic environment with frequent changes.
Openness to working all shifts as needed by the business.
Ability to sit for an 8-hour shift.
Ability to type continuously using a keyboard for a full 8-hour shift.
Ability to manage multiple chat conversations simultaneously.
Mental resilience to handle difficult or upset customers without experiencing anxiety.
Ability to thrive in a high-volume, fast-paced call center environment.

Responsibilities

Help transfer calls between patients, pharmacies, and doctors.
Become an expert on the product and understand its functionality.
Provide timely, professional first-level customer support through email and/or chat.
Address customer inquiries, troubleshoot problems, and guide users through basic issue-resolution steps.
Maintain a positive, empathetic, and professional attitude toward customers.
Create, update, or adjust customer accounts by documenting personal information.
Collaborate with colleagues and management on best practices and job-related insights.
Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud-based platforms.
Process and 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 support or relevant departments while retaining ownership of each case until resolution.
Communicate technical information effectively to non-technical users.
Stay up to date on product features, functionality, and common troubleshooting steps.
Perform other related tasks assigned by managers of the clients and/or Helpware.