Helpware

Customer Support

• Confer with customers by telephone or by email to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service or billing complaints by performing activities such as exchanging products or services, refunding money, or adjusting bills.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Order tests that could determine the causes of product malfunctions.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
• Review claims adjustments with appropriate departments, examining parts claimed to be defective, and approving or disapproving claims.
• Review insurance policy terms to determine whether a particular loss is covered by insurance.
• Compare disputed products or services with original requisitions and information from invoices and prepare invoices for returned products or services.
• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
• Maintain Service contracts by scheduling service appointments with customers.
• Schedule and coordinate all service/emergency calls as calls are received.
• Respond to all messages left overnight.

Customer Support Representative – Part-Time

Support Engineer

• Create tickets from incoming calls and assign them accordingly or queue them up in the No-Tech queue; new tickets should include answers to the prescribed probing questions.
• Take/get support tickets endorsed from the No-Tech queue, receive email tickets, or update the existing tickets from customer contacts using the same means - phone, email, SMS, or even endorsement from a fellow Tec, Senior Tech, or Client POC.
• Update existing tickets assigned in their ticket bucket and get more tickets in case none of them can be resolved at a given time; these can be scheduled or not.
• Prioritize the resolution of support tickets based on the criteria set by the Client POCs.
• Review the new tickets and make sure they are triaged/merged/canceled accordingly, particularly after being back from breaks.
• Escalate the non-tech tickets accordingly, partner up with Sales/Project Management/Developer, etc., make sure to follow through in case their ownership is retained.

Technical Support Representative

• Serve as the first point of contact for patients/healthcare providers via phone and chat
• Assist with prescription drug inquiries and troubleshooting mail-order issues
• Guide through basic resolution steps
• Become an expert on GLP-1 products and functionalities
• Maintain professionalism and empathy

Customer Service Representative

Accounts Receivable

• Generate and distribute invoices, statements, and account summaries
• Collect all supporting documentation for invoices across multiple systems
• Maintain precise records of all incoming customer payments
• Monitor and collect accounts receivable by contacting customers via telephone and email
• Collect and maintain customer tax registrations and certificates
• Audit support, special projects and ad hoc requests

Accounts Receivable Specialist – Collections

• Troubleshoot technical issues and reproduce customer problems for QA
• Provide actionable recommendations and solutions support via chat, email, phone, and screen sharing to customer challenges
• Communicate customer issues internally to prioritize and enhance the customer experience with clarity, empathy, and precision
• Engage with customers to ensure satisfaction with TextUs products and services, demonstrating product expertise and providing guidance on usage
• Monitor and maintain key performance indicators, including CSAT score, timely responses, number of escalations to account manager, and average responses per case closed
• Gather and share customer feedback with relevant teams to improve products and processes
• Log comprehensive tickets in Jira, tagging with root cause, product feature, and organization details
• Provide actionable feedback to improve processes across teams

Customer Support Representative

Administration

• Work collaboratively and closely with the client's Team Members to support the suite of products by completing non-clinical tasks including; intaking referrals, processing incoming and outgoing mail, data entry, system and process support.
• Communicate with others.
• Collaborate with Product Support team members and the client's producers to complete non-clinical tasks.
• Work with a ticketing system, fulfill requests, communicate with various stakeholders, and complete non-clinical tasks including; following complex handling instructions to include referral intake and assignment, file setup, report and invoice distribution, mailing, faxing, case management support and customer service, accounts receivable, data entry/maintenance, and any and all other duties as assigned.

Product Support Administrator

Operations

• Responsible for managing contact center operations activities including day-to-day site operations and workforce management for one or more accounts / programs / LOB's.
• Acts as the primary contact for client and project delivery standards and maintains cordial working relations with them.
• Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by clients and the company.
• Ensures that all program/account processes and procedures are adhered to and that individual/global metrics are consistently improving.
• Has full P&L responsibility for all programs / accounts / LOB's managed and supported.
• Maintains cordial and effective working relations with external clients and serves as the primary interface of clients.
• Translates client requirements into action plans for the LOB's / accounts / programs.
• Establishes open and honest communication regarding all aspects of the accounts'/programs'/LOB's performance.
• Monitors account / program / LOB performance to ensure that profitability and efficiency are maintained and improved.
• Conducts interval business reviews, ensuring that contract metrics and service levels and KPI agreements are met.
• Upholds company policies and drives for adherence to such policies.
• Manages costs and expenditures efficiently and wisely within budgeted guidelines.
• Maintains a high level of morale and productivity within the LOB's / accounts / programs.

Senior Operations Manager

• Providing Customer Support for the website users
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines, and policies
• Responding promptly to customer inquiries
• Communicating with customers through various channels (chat/emails)
• Acknowledging and resolving customer complaints
• Keeping records of customer interactions, transactions, comments and complaints
• Entering data into a CRM, other online tools, and cloud-based platforms
• Other related tasks assigned by managers of the Clients and/or Helpware

• Monitor company's operations and analyze their metrics, such as: cost effectiveness, time, correctness and so on
• Review and optimize existing operational systems, processes and best practices
• Oversee the compliance of operations with specifications and quality requirements
• Work to support the achievement of company’s strategic and operational objectives
• Analyze financial data/statements and use them to improve profitability
• Conduct quality controls and monitor production KPI’s
• Organize materials purchases, inventory planning and ensure warehouse efficiency
• Recruit, train, supervise and appraise human resources
• Interact with clients and personnel to retrieve the feedback

Operations Manager

Human Resources

• HR Inbox - Performs customer service functions by answering employee requests and questions via phone and email.
• Assist with Orientation - including organizing employee orientation, creating new employee files, administering employee new hire documents, and ensuring all necessary paperwork is properly filled out and submitted to appropriate persons.
• Completes Forms I-9, verifies I-9 documentation and maintains I-9 files
• Assist with Company Engagement Activities
• HRIS Maintenance
• Assisting with equipment returns
• Assists or prepares correspondence as requested.
• Audit and compile HR information
• Performs other related duties as assigned.

Customer Support Representative – Part-Time

Technical Support Representative

Customer Service Representative

Accounts Receivable Specialist – Collections

Customer Support Representative

Product Support Administrator

Senior Operations Manager

Customer Support Representative

Operations Manager

HR Coordinator