Helpware

Sales Development Rep

• Provides daily direction and communication to employees to ensure service/technical/marketing calls/chats/emails/transactions are answered in a timely, efficient and knowledgeable manner.
• Provides continual evaluation of process and procedures.
• Responsible for suggesting methods to improve area of operations, efficiency and service to both internal and external customers.
• Provides statistical and performance feedback and coaching daily to each team member.
• Be always available to employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
• Ensure to write and administer performance reviews for skills improvement.
• Manage nesting agents to ensure proper performance before moving to the operations floor.
• Incorporate performance intervention to accelerate learning.
• Responsible for managing and motivating the CSRs to work simultaneously with them to hit KPIs and metrics.
• Assist Operations Manager to resolve customer complaints and issues
• Handling employee related issues and monitoring transaction
• Monitor Team performance in terms of e.g. NPS, CSAT, FCR, Adherence, and Attrition etc.
• Ensure that employees adhere to the company's policies, procedures, guidelines, rules and work.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary

SDR Team Leader

Customer Support

• Deliver outstanding customer support through clear and effective communication on every interaction with patients/healthcare providers.
• Provide first-level assistance via phone and chat channels by addressing patient/healthcare provider inquiries (i.e. prescription submissions, tracking, refills and PHI updates.)
• Maintain excellent Customer Service Satisfaction Ratings while delivering accurate and effective support by maximizing the use of key resources.
• Guide patients/healthcare providers through basic issue resolution procedures (i.e. online payments and prescription submissions through electronic medical records system-EMR)
• Collaborate with colleagues and management to share insights, improve support processes, and adhere to best practices.
• Track patient/healthcare provider interactions for first-call resolution and escalating unresolved issues through the proper support channels and follow up as needed.
• Communicate technical information clearly and professionally to non-technical users. (i.e. assisting patients with online troubleshooting/assisting providers with prescription correction where needed)
• Perform other related duties as assigned by managers.

Customer Service Representative

Support Engineer

• First point of contact for customers seeking technical assistance
• Manage and resolve a high volume of basic, well-documented technical inquiries and service requests via email
• Execute clear, step-by-step procedures to fulfill routine requests (password resets, data resyncs, configuration changes)
• Maintain accuracy and efficiency in case handling, adhering to defined processes
• Leverage the Resource Hub (knowledge base) to resolve cases and report knowledge gaps or inaccuracies
• Capture relevant customer and system information (error messages, steps to reproduce, user details)
• Escalate unresolved technical issues to the L1 Core Team with clear handoff information
• Communicate clearly, empathetically, and professionally with customers via email throughout the case lifecycle

Technical Support Representative

• Location: This role requires a 2-week training period on-site at Mount Sterling, KY. After that, the role is remote as long as you have a good performance. There is no remote training option. Position Overview: Join our dynamic team at the forefront of the sleep industry! As a key player in our leading bedding provider, you'll be part of a global force delivering award-winning sleep solutions to customers in over 100 countries. We're on the lookout for exceptional individuals who excel in phone communication, possess tech-savvy skills, and thrive in providing outstanding customer experiences. As a passionate Customer Service Specialist, you will be the voice of our brand, delivering personalized and memorable interactions with our valued clients. Your role involves answering questions, addressing concerns, and assisting customers with our innovative products and services. With a focus on building relationships, you'll navigate inbound and outbound calls with ease, using your exceptional comprehension skills. We Offer $16.5 USD per hour Employee benefits (paid time off, 401K, and healthcare) Meditation app Referral program Paid training Continuous support Growth opportunities Primary Responsibilities: Manage inbound and/or outbound calls with finesse Utilize communication scripts effectively Engage customers to identify needs and provide solutions Foster sustainable customer relationships Organize and maintain records of conversations Develop in-depth product knowledge Exceed established KPIs and performance goals Respond to customer needs promptly and appropriately Provide cutting-edge service confidently using client-based tools Embrace a 40-hour work week with flexible schedules

Analyst

• Create and maintain agent schedules aligned with forecasted demand and agents' preferences
• Coordinate with Team Leads and Trainers to allocate time slots for training, meetings, side tasks, and other planned activities
• Adjust schedules in real time, including lunch breaks, shift changes, and ad hoc updates to ensure optimal coverage
• Review and approve agent time-off requests in accordance with staffing needs and policy guidelines
• Monitor live queue performance and agent occupancy across channels
• Implement immediate actions, agreed with the client, to stabilize workload distribution and maintain service levels
• Communicate with relevant departments to escalate or resolve service-impacting issues
• Maintain documentation required for external billing and internal payroll processes, ensuring accuracy and timely submission
• Identify and implement opportunities for process optimization and automation within the WFM function and across the project
• Act as a communication bridge between WFM, operational management, and client representatives, providing timely updates and escalating critical issues when necessary

Real-Time Analyst

Recruitment

• Prepare and send accurate and timely job offer letters to selected candidates
• Regularly update the HR database, candidate pipelines, and trackers to ensure accuracy and accessibility
• Act as the primary point of contact for candidates during the onboarding process, addressing inquiries and providing guidance
• Collect, verify, and upload pre-employment requirements into the HR system
• Facilitate and upload necessary documents for background checks, ensuring compliance with company standards
• Coordinate with internal teams to streamline onboarding and ensure all requirements are met on time

Recruitment and Onboarding Associate

Accounting Manager

• Process queue items, inter-departmental and customer requests timely and accurately for enrollment processing.
• Review incomplete and pending enrollment applications and disenrollment forms for correction and submission to CMS.
• Review and complete Late Enrollment Penalty (LEP) Attestations and Other Health Insurance (OHI) verifications and error corrections.
• Review and create retro processing packets to be submitted to the CMS Retro Processing Contractor (RPC).
• Identify and post customer payments not automatically applied; respond to billing-related correspondence.
• Review and investigate returned checks, rejected ACH and credit card transactions; process automated premium payment requests.
• Review and approve/deny customer requests for premium refunds per policy.
• Monthly State Pharmaceutical Assistance Programs reconciliation.
• Researching and correcting errors, discrepancies, and rejected transactions in reconciliation processing.
• Monthly review and preparation of the CMS Enrollment Data Validation file and submissions.
• Perform outbound calls to customers or other entities as permitted to complete processing.
• Make appropriate system corrections and escalate transactions that are unable to be corrected.
• Prepare reports as requested by management and perform other duties as required.
• Conform with CMS guidance and meet client SLA requirements through proper handling of transactions.

Membership Accounting Analyst, Billing

• Provide customer support via email and chat
• Exceed customer expectations with guidance, knowledge, and passion for technology
• Troubleshoot and resolve technical issues; analyze, isolate and resolve complex issues
• Prioritize and manage time effectively; multitask across systems and applications
• Explain step by step solutions with patience and tailored approaches
• Provide an incredible customer experience and ownership of customer satisfaction

Research Analyst

• Research and resolve customer grievances and complaints timely and accurately within CMS guidelines
• Perform root cause analysis and recommend systemic/process corrections when necessary
• Communicate identified resolutions to customers verbally and/or in writing per delivery method and customer request
• Accurately identify and document customer complaints from customer service notes, correspondence, or recorded interactions
• Utilize program processes and systems to research assigned grievance cases in their entirety and determine appropriate resolutions
• Identify and document resolution and root cause for assigned grievances and report trends to management for escalation
• Prepare reports as requested by management and display technical accuracy and conformity to company policies
• Ensure communications follow CMS Guidance and maintain HIPAA regulations within the immediate environment
• Ensure documentation is detailed and concise in member records
• Identify need for outbound calls to validate information and conduct member outreach
• Communicate courteously and professionally with coworkers, management, staff, customers, and others
• Conform with all regulations, policies, work procedures, and instructions; respond promptly to correspondence and faxes
• Participate in quality assurance, compliance, in-service, and continuing education activities as requested by the company
• Perform other duties and responsibilities as required

Grievance Research Analyst

• Provide top-notch customer service through online chats and email, addressing a variety of customer inquiries in a personalized, friendly, and informative manner.
• Provide service to Deezer's global customer base in multiple languages.
• Support any contact channel that Deezer requires such as email, social media and live chat.
• Take ownership for customer issues, solving problems and handling cases from start to finish.
• Work collaboratively with the Deezer team and attend regular meetings with team members and managers.
• Participate in projects as assigned.

Customer Support Representative, French

• Provide technical support for PCs, Windows operating systems, and Apple mobile devices
• Diagnose and resolve hardware, software, and fundamental network issues remotely
• Document and manage support requests through the FreshService ITSM/ticketing platform
• Maintain clear and effective communication with users to facilitate prompt and efficient resolutions
• Provide level one triage for VDI users and escalate complex incidents to senior technicians
• Adhere to company policies concerning security and confidentiality
• Address printing concerns, both local and network-based
• Utilize Zoho Assist for secure remote access and support of user computers
• Troubleshoot audio and video issues during video conferencing sessions
• Administer new user onboarding by adding accounts to Active Directory, Microsoft 365, Vonage, Dynamics 365, and HubSpot
• Oversee user deactivation procedures by removing accounts from these platforms as necessary
• Provide ongoing support for Microsoft 365 and on-premises Active Directory environments
• Create and manage distribution groups within Office 365 and add/remove user accounts in Vonage
• Manage user accounts within the Mainframe system and perform password resets
• Troubleshoot Barracuda VPN installation and connection challenges
• Monitor system health and performance using Data Dog
• Release emails and manage permitted senders through Mimecast
• Address and resolve OneDrive-related issues
• Deliver support and training for Microsoft applications

Technical Support Specialist

• Inbound & outbound calls; Scheduling reservations for transportation to healthcare appointments; Checking on the status of those transportation reservations; Interaction not only with health plan members but also with transportation providers and healthcare facilities; Routing calls to internal teams that specialize in questions related to billing, benefit balances, and other general account issues