Customer Service Representative
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Job Description
Customer Support Representative collaborating with customers and managing inquiries for Helpware's technology-driven support. Providing assistance via email and chat in a fast-paced remote environment.
Responsibilities:
- Help transfer calls between patients/pharmacies/doctors.
- Become an expert on the product, knowing all 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.
Requirements:
- High school diploma or equivalent.
- 1+ year of customer service experience in a fast-paced environment.
- Prior overnight and 3rd shift work experience (preferred).
Benefits:
- Work from home.
- Computer equipment.
- Great culture.
- Growth opportunities.
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