Customer Support Representative (AH)

Customer Support Representative

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals 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.

Our Cebu, Philippines Team is growing and we're looking for experienced Customer Support Representatives to join our Helpware team.

As a Customer Support Representative, you will serve as the first point of contact with customers and must be focused on providing excellent customer experience at all times. CSR will handle all incoming requests on different channels.

Primary Responsibilities:

• 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.

Qualifications:

• Experience with telehealth and GLP-1 is a plus.
• Must have experience in Direct-to-Consumer (DTC) operations.
• Must have experience using Zendesk.
• Must be able to work full time, 40 hrs per week
• Must have at least 6 months of CSR experience
• Able to work on the ff. schedule: 8 am EST-5 PM PST Monday-Friday
• Excellent English communication skills both verbal and written
• Can work independently and in a team.