Customer Service Representative (SR)

About the role

Helpware is seeking a Customer Service Representative (SR) to provide first‑level support to customers via email and chat. You will work closely with core team members and department heads to address customer inquiries, troubleshoot issues, and ensure a positive experience.

Key responsibilities

• Transfer calls between patients, pharmacies, and doctors.
• Become an expert on the product and provide first‑level support via email and chat.
• Address customer inquiries, troubleshoot problems, and guide users through issue resolution.
• Maintain accurate customer accounts and document interactions in CRM tools.
• Collaborate with colleagues on best practices and contribute to knowledge bases.
• Escalate unresolved issues to Tier 2 support while maintaining ownership.

Required profile

• High school diploma or equivalent.
• At least 1 year of customer service experience in a fast‑paced environment.
• English proficiency at C1 level.
• Ability to sit and type for an 8‑hour shift and manage multiple chat conversations.
• Mental resilience to handle difficult or upset customers.

Required skills

• Proficiency in English (C1).

What we offer

• $15 USD per hour.
• Conditional remote work setup with onsite reporting as needed.
• Computer equipment provided.
• Great culture and growth opportunities.