Helpware

Customer Support

• 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
• They will eventually handle calls.

Customer Support Representative

Sales

• Design sales and enablement materials, including presentations, proposals, case studies, playbooks, and educational content
• Turn complex ideas into clear, well-structured slides and visual stories
• Create supporting visuals such as infographics, charts, diagrams, and image-based layouts
• Work within existing brand guidelines, templates, and design systems, and help refine them when needed
• Collaborate with Sales Enablement, Proposal Strategy, and Brand Design
• Update and improve designs based on feedback, quickly and thoughtfully
• Occasionally support simple video editing tasks, such as basic cuts or adding captions

Information Designer – Sales Enablement

People Operations

• Conduct a full cycle of people management process (onboarding and adaptation, performance review, probation period control, termination of agreements, etc.)
• Implement and support new initiatives related to HR operations: Development of new Practices & Programs, HR processes automatization & optimisation, drafting Policies and Procedures, Managing and analyzing People Analytics, etc.
• Integrate and support existing HR processes and contribute to improvements in team members’ experience flow.
• Ensure that HR policies are understood and followed
• Work closely with management and people to improve work relationships, build a high-performance culture, and retention strategy.
• Advising team members in HR administration inquiries, providing required information using available sources
• Implement and supervise surveys and data analysis (eNPS, reporting, etc)
• Actively support Team Leads/ Operation Managers in their quest to set up and manage high-performing teams, help to identify and resolve issues before they affect teams’ performance
• Establish and maintain trustful cooperation with the team, proactively interact with team members, and be there when needed.
• Act as a main point of contact for all HR related staff
• Conduct regular feedback talks and performance reviews
• Managing the performance reviews held semiannually for the team members, probation reviews, conducting 1-on-1 with supervisors to track engagement and satisfaction level
• Be involved in personal development planning for the team members, hereunder Performance Improvement Planning, promotions, etc.
• Resolving complex people relations issues and addressing grievances
• Providing cross-location support in set-up and utilizing company HR tools
• Collaborate with the team in organizing corporate events and engagement activities
• Manage benefits package
• Prepare announcements for effective internal communication in Europe location
• Review, moderate existing, and initiate creation of new internal communities channels
• Run activities in internal local channels, track the effectiveness, results, and work on needed improvements
• Manage internal communication calendar for the Europe location
• Assist in the facilitation of monthly general meetings for the Europeteam, including the creation of presentations, hosts preparation, quizzes, and other relevant materials to ensure engaging and informative sessions
• Be involved in projects focused on optimisation and improvements of internal communication, engagement, and recognitions
• Coaching Supervisors with advice to improve engagement in their teams

HR People Partner

Auditor

• Audit Program Design & Governance
• Develop and implement a comprehensive global operations audit framework tailored to AI-enabled BPM services
• Establish audit standards covering people, process, technology, AI usage, and client delivery
• Create risk-based annual audit plans aligned with Helpware’s strategic priorities
• Build methodologies, scoring systems, and maturity models for operational excellence
• Define global standards for process documentation, control effectiveness, and performance measurement
• Design audit procedures that support continuous improvement rather than punitive oversight
• Evaluate end-to-end delivery models combining human agents, automation, and AI tools
• Assess whether AI is being used: Safely and responsibly, In accordance with client agreements, To enhance — not degrade — service quality, With appropriate human oversight
• Evaluate internal controls across global delivery centers
• Assess compliance with Helpware policies, client requirements, and regulatory obligations
• Review data handling, confidentiality practices, and security controls in operational settings
• Identify single points of failure and scalability risks
• Evaluate business continuity readiness and disaster recovery preparedness
• Analyze cost structures, utilization rates, and operational leverage
• Identify inefficiencies in staffing, scheduling, or workflow design
• Assess alignment between pricing models and delivery practices
• Review margin protection practices and cost discipline
• Assess adherence to Helpware’s global operating model
• Identify regional variations that create risk or inefficiency

Internal Operations Auditor

Learning and Development

• Creates lesson plans for training delivery
• Reviews, evaluates and modifies, if necessary, the training curriculum (all training modifications must be approved by the client)
• Prepares materials and resources for training delivery
• Reserves training room and equipment
• Checks equipment and networks for functionality and access
• Provides clear instruction using a variety of techniques and activities
• Enforces adherence and attendance of participants
• Maintains a positive learning environment
• Evaluates learning and mastery of content, skills and procedures
• Provides feedback and guidance to learners
• Enforces company rules and policies during training hours
• Completes daily, weekly, and end of training reports and submit to all pertinent parties
• Signs off trainees with individual reports to the operations supervisor
• Records and explains training attrition
• Recommends changes to curriculum, methods or activities based on observations during training delivery
• Partners with QA to determine areas of opportunity in CSR performance
• Evaluates the results of product training to curb undesirable trends or unexpected deficiencies in training programs
• Recommends training initiatives to support operations in surpassing KPIs and metrics
• Develops action plans to remedy deficiencies
• Takes calls meeting the account weekly quota
• Performs quality audits to meet the account weekly quota
• Attends calibration sessions
• Reads all new processes and procedures provided by the client and/or operations
• Receives refresher training as necessary
• Remains informed and current in instruction practices, teaching methodologies and training best practices
• Supports all areas of account operations in order to provide knowledgeable, competent and motivated staff
• Interacts with clients when necessary for training purposes, especially regarding curriculum and training modifications (All modifications must be approved by the client)
• Develops training materials to ensure documentation is current and relevant given market changes and evolution
• May contribute to the design of training events and learning solutions
• Tracks and manages performance in the classroom and, if required, manages transition to team mgr./stakeholder
• Follows standard evaluation and measurement process/protocol to assess comprehension and adoption of knowledge to ensure successful job readiness transition.

Learning & Development Officer

Sales Development Rep

• Responding to qualifying incoming web and phone inquiries regarding the Client and how it can help them execute their needs.
• Crafting a phenomenal first impression to Client's prospects and customers by providing them with a best-in-class experience and pleasant encounter with customer service.
• Interaction with the Client's experienced Account Executives to help fill their pipeline and develop sales and build relationships through communication.
• Maintaining active engagement with new and existing leads through creative follow-up communications designed to increase customer interest in Client.
• Cold call target prospects to demonstrate product features and benefits.
• Conducting “pre-call” investigative work to increase the ability to understand the customer’s current state, competition, etc.
• Achieving quotas for sourced qualified opportunities and closed business.
• Opportunity to continuously source new business prospects through outbound activities and occasionally prospect on events.
• Collection of market intelligence and competitive information.
• Review and refine AI-generated responses, editing as needed and providing structured feedback to support continuous model training and improve answer quality.

Sales Development Representative

• Handle redundant tasks; Resolving inbound patient requests over phone, text, and email by reviewing their order details to provide accurate and detailed information
• Reaching out to patients to resolve issues preventing their order from processing
• Partnering with internal and external operational teams to make prescriptions successful
• Assisting patients with and providing best practices to support their success on Phil's platform
• Understand complex systems simply and you frequently find creative solutions
• Understand technology and software applications
• Can explain difficult and nuanced concepts with simplicity and ease verbally and in writing
• Able to demonstrate your ability to disarm others in difficult situations
• Must be incredible teammate and you build up others

System Administrator

• Administer and optimize Microsoft Azure environments (IaaS, PaaS, SaaS)
• Manage and support Active Directory, Azure AD, group policies, and multifactor authentication
• Monitor and maintain system performance, capacity, and availability
• Implement and maintain security best practices and compliance standards (HIPAA, etc.)
• Perform routine maintenance, patching, and updates across environments
• Troubleshoot and resolve system issues, escalating when necessary
• Develop and maintain automation scripts (PowerShell, etc.) to improve efficiency
• Assist in planning and deploying infrastructure projects and upgrades
• Maintain accurate documentation, change management logs, and runbooks
• Provide Tier 2/Tier 3 technical support for escalated incidents
• Collaborate with cross-functional teams to align IT operations with organizational goals

Support Engineer

• The IT Helpdesk Support provides technical support to healthcare clients in a designated metro area, assisting end users remotely and on site to keep systems and devices running smoothly. Strong customer service skills, a passion for technology, and flexibility for in‑person support are essential.

IT Helpdesk/Support Technician, Tier 1/2

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 that contribute to the acquisition, satisfaction and retention of client contracts/agreements.
• 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 through active coordination with various Operations and Support teams (i.e Human Resources, Facilities, I.T., Finance, Training, Quality, Continuous Improvement, etc.).
• 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.
• Ensures that all program/account processes and procedures are adhered to and that individual/global metrics are consistently improving.

Operations Manager

Product Designer

• Provide design support for proposals, case studies, client presentations, and educational materials
• Collaborate with internal teams to ensure designs align with branding guidelines
• Make timely revisions based on feedback and maintain quality standards

Information Design Lead

Analyst

• Updates and processes data for real-time performance analysis
• Obtains quantifiable performance figures (i.e. call volume, AHT, running service level)
• Manages and monitors the queue for the Operations account
• Keenly observes the queue and proactively responds with action plans for the account’s activities
• Acts as the central point of communication regarding account performance
• Cascades vital information to key decision-makers
• Escalates relevant information on account performance to Management
• Keeps abreast of new policies and procedures addressing day-to-day issues
• Provides information on key issues and challenges in attaining service levels

Real Time Analyst

Digital Marketing

• Partner with Performance Managers to ensure successful setup and go-live of new clients onto the Client's proprietary advertising products
• Create and manage paid media campaigns based on automotive dealership, OEM, and marketing agency goals
• Monitor and analyze high-level campaign budget numbers and the monthly pacing of client search media spend
• Monitor the marketplace, competitive landscape, industry trends, and third-party data sources to identify and implement new marketing opportunities
• Provide basic activity reporting to performance managers based on account needs and regular activity
• Other related tasks assigned by managers of the Client and/or Helpware.

Digital Marketing Specialist

• 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

• 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.

Customer Support Representative

Information Designer – Sales Enablement

HR People Partner

Internal Operations Auditor

Learning & Development Officer

Sales Development Representative

Customer Support Representative

System Administrator

IT Helpdesk/Support Technician, Tier 1/2

Operations Manager

Information Design Lead

Real Time Analyst

Digital Marketing Specialist

Customer Support Representative – Part-Time

Technical Support Representative