What are the responsibilities and job description for the Customer Support Representative position at Helpware?
Location: Martinsville, Virginia
Office: On-Site (Work from home based on performance)
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.
Position Overview:
Involves assisting customers by transferring calls between patients, pharmacies, and doctors, becoming an expert on the product and its functionalities, providing first-level support via email and chat, addressing customer inquiries, troubleshooting problems, guiding users through basic issue resolution steps, maintaining a positive and professional attitude, documenting customer information, collaborating with colleagues and management, tracking customer interactions, preparing information for auditing and reporting, updating knowledge bases, converting client feedback into feature requests, escalating unresolved issues, communicating technical information to non-technical users, staying updated on product knowledge, and performing other related tasks as assigned by managers.
Benefits
- $16 USD per hour.
- Great culture.
- Growth opportunities.
Education & Experience
- High school diploma or equivalent.
- 6 months of customer service experience in a fast-paced environment.
- Healthcare experience is NOT required, but is a plus.
- Start up experience is a plus.
- Must be ready for a fast-paced and frequently changing environment.
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.
- Other related tasks assigned by managers of the Clients and/or Helpware.
Salary : $16
