Customer Service Representative (SR)

**CUSTOMER SERVICE REPRESENTATIVE** **Location**: Mt Sterling, KY \| **Work setup**: Conditional remote \| **Schedule**: Monday to Friday **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. **Overview** As a Customer Support Representative, you will collaborate with core team members and department heads to navigate customers' needs and deliver optimal results. We are looking for a candidate with a history of success interacting with customers, building strong relationships, and practicing customer advocacy. Our ideal candidate is eager to learn, strives for excellence, and is committed to building a long\-term career. **Benefits** * $15 USD per hour. * Conditional Remote Work Setup + Work from home with onsite reporting required for business\-critical needs, connectivity disruptions, training, or performance support. * Computer equipment. * Great culture. * Growth opportunities. **Education \& Experience** * High school diploma or equivalent. * 1\+ year of customer service experience in a fast\-paced environment. * English (C1\). **Skills \& 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. * Ability to thrive in a fast\-paced, dynamic environment with frequent changes. * Open to working all shifts as needed by the business. * Other related tasks assigned by managers of the Clients and/or Helpware. **Physical and