Customer Support Representatives

About Us

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.

Position Summary:

As a Customer Support Representative, you will serve as the first point of contact to customers and must be focused on providing an excellent customer experience at all times. CSR will handle the following, all subject to the further direction and guidance provided by the client: 

Role and Responsibilities:

• Support Client to provide replacement product to resolve complaints or to follow up with complements toward the brand by using online product order platform provided by the Client.
• Become an expert on the brand and 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 brand and 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
• Experience using Microsoft Excel, PowerPoint, and Word. 
• Data Entry - Logging tickets into the master spreadsheet, providing weekly reports via Excel and PowerPoint

Qualifications:

• At least 6 months work experience with high-school diploma or equivalent
• Must be able to work full time, 40 hrs per week
• Must be able to work at a graveyard or shifting schedule. 
• Able to work independently and in a team environment. 
• Ability to multitask and work in a fast-paced environment
• Basic computer proficiency
• Excellent English communication skills both verbal and written