Customer Service Representative Tier 2

About the role

Helpware is seeking a Tier 2 Customer Service Representative to handle complex escalations for its US clients. The role is based in Kentucky (Lexington, Danville or Somerset) and can be performed remotely under certain conditions. You will act as the primary escalation point for Tier 1 agents, resolving advanced order, payment, refund and return issues while ensuring compliance with client policies.

Key responsibilities

• Serve as the escalation lead for Tier 1 CX/Sales Support agents, handling complex customer and order issues.
• Apply expert knowledge of product catalog, pricing policies and order workflows to resolve cases accurately.
• Review, approve or deny out‑of‑policy RMA, refund and credit requests, including swap‑out program exceptions.
• Handle exception‑heavy order scenarios such as pricing disputes, multi‑location discrepancies and credit‑card pre‑authorizations.
• Document interactions, root causes and resolutions in Salesforce and related systems.
• Partner with Team Leads to identify recurring escalation themes and suggest process or knowledge‑base improvements.
• Contribute to FAQs, knowledge base articles and escalation playbooks.

Required profile

• 2–4 years of experience in customer service or sales support.
• Strong analytical and decision‑making abilities for complex issues.
• Excellent written communication and documentation skills.
• Ability to work collaboratively with remote teams across the US and Philippines.

Required skills

• Salesforce

What we offer

• Competitive hourly rate of $21.
• Full‑time position with flexible remote work options.
• Opportunities for professional growth within a technology‑driven company.