Helpware

Customer Service Representative, Night Shift

Helpware

full-time

Posted on:

Location Type: Remote

Location: Remote • Guam

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Salary

💰 $12 per hour

Job Level

Junior

Tech Stack

Cloud

About the role

  • 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.
  • Ability to thrive in a fast-paced, dynamic environment with frequent changes.
  • Open to working all shifts as needed by the business.

Requirements

  • High school diploma or equivalent.
  • 1+ year of customer service experience in a fast-paced environment.
  • Prior overnight and 3rd shift work experience (preferred).
Benefits
  • $12 USD per hour.
  • Work from home.
  • Computer equipment.
  • Great culture.
  • Growth opportunities.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft skills
empathetic attitudeprofessionalismcommunication skillstroubleshootingcollaborationdocumentationcustomer supportproblem-solvingadaptabilityownership
Certifications
high school diploma