Customer Service Representative

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Assist in transferring calls among patients, pharmacies, and healthcare providers.

• Develop a comprehensive understanding of the product and its operational specifics.

• Deliver first-level customer support through email and/or chat channels.

• Respond to customer inquiries, troubleshoot issues, and guide users through basic resolutions.

• Uphold a positive, empathetic, and professional demeanor when interacting with customers.

• Create, update, or modify customer accounts by documenting personal details.

• Collaborate with team members and management to share best practices and insights.

• Record and monitor customer interactions, issues, and solutions in CRM systems, online tools, and cloud platforms.

• Prepare and process information for auditing and reporting needs.

• Revise internal and customer-facing knowledge bases.

• Transform client feedback into product feature requests.

• Escalate unresolved issues to Tier 2 support or relevant departments while maintaining ownership until resolution.

• Effectively communicate technical information to users without a technical background.

• Stay informed on product knowledge and articulate features, functionalities, and troubleshooting procedures.

• Carry out additional tasks assigned by clients or Helpware management.

⛳️ Requirements

• High school diploma or its equivalent.

• Minimum of 1 year of customer service experience in a fast-paced setting.

• Proficient in English (C1 level).

• Ability to excel in a fast-changing, dynamic environment.

• Willingness to work all shifts as required by the business.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional growth and development.

• Supportive and inclusive work environment.