Customer Service Representative (SR)

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.

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; Other related tasks assigned by managers of the Clients and/or Helpware

Requirements

High school diploma or equivalent; 1+ year of customer service experience in a fast-paced environment; English (C1); History of success interacting with customers, building strong relationships, and practicing customer advocacy; Ability to thrive in a fast-paced, dynamic environment with frequent changes; Open to working all shifts as needed by the business; Must be physically willing and able to sit for an 8-hour shift; Must be physically willing and able to type continuously using a keyboard for a full 8-hour shift; Must be physically willing and able to manage multiple chat conversations simultaneously; Must have the mental resilience to handle difficult or upset customers without experiencing anxiety; Must have the ability to thrive in a high-volume, fast-paced call center environment

Nice to have

Eager to learn; Strives for excellence; Committed to building a long-term career

Benefits

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