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CUSTOMER SERVICE REPRESENTATIVE

Location: Kentucky, US & Tennessee, US | Work setup: Conditional remote | Schedule: Monday to Friday

About Us

Helpware is a technology-driven company that provides Customer Experience & Operational Support for modern companies. Our team 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. We have offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines.

Overview

As a Customer Support Representative, you will collaborate with core team members and department heads to navigate customers' needs and deliver optimal results. We are looking for a candidate with a history of success interacting with customers, building strong relationships, and practicing customer advocacy. Our ideal candidate is eager to learn, strives for excellence, and is committed to building a long-term career.

Benefits

$15 USD per hour.
Conditional Remote Work Setup
- Work from home with onsite reporting required for business-critical needs, connectivity disruptions, training, or performance support.
Computer equipment.
Great culture.
Growth opportunities.

Education & Experience

High school diploma or equivalent.
1+ year of customer service experience in a fast-paced environment.
English (C1).

Skills & Responsibilities

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.
Other related tasks assigned by managers of the Clients and/or Helpware.

Physical and Mental Requirements

Must be physically willing and able to sit for an 8-hour shift.
Must be physically willing and able to type continuously using a keyboard for a full 8-hour shift.
Must be physically willing and able to manage multiple chat conversations simultaneously.
Must have the mental resilience to handle difficult or upset customers without experiencing anxiety.
Must have the ability to thrive in a high-volume, fast-paced call center environment.

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Position Summary

The Executive Administrative Assistant provides high-level, confidential administrative support to the President, serving as a trusted gatekeeper and force multiplier. This role requires excellent judgment, strong written communication, and the discretion to manage sensitive correspondence and information on the President's behalf. The ideal candidate is a proactive, detail-oriented professional with a minimum of five years of executive-level administrative experience who can anticipate needs and manage competing priorities with minimal oversight.

Key Responsibilities

Inbox Management: Monitor, triage, and organize the President's email inbox daily; flag priority items and draft/send responses on the President's behalf using established tone and judgment.

Calendar Management: Own the President's calendar end-to-end — scheduling, rescheduling, and resolving conflicts; coordinate across multiple time zones and stakeholders.

Travel Coordination: Book domestic and international flights, hotels, ground transportation, and visas/documentation as needed; prepare detailed itineraries.

Expense Management: Reconcile credit card statements and receipts; prepare and submit accurate, timely expense reports in accordance with company policy.

Meeting Support: Attend virtual meetings on the President's behalf as requested — take detailed notes/minutes, capture action items, and deliver clear, concise summaries.

Confidential Correspondence: Draft, proofread, and manage written communications, exercising discretion with sensitive or confidential business matters.

General Administrative Support: Assist with ad hoc projects, document preparation, and other executive support tasks as they arise.

Required Qualifications

Minimum 5 years of experience as an Executive Assistant, Executive Administrative Assistant, or similar senior support role.

Prefer candidates that live within a 45-minute commute of Wilson, NC.

Experience with Outlook email and calendar tools.

Exceptional written and verbal communication skills; comfortable drafting correspondence in an executive's voice.

Proven experience managing complex calendars and travel logistics.

Experience reconciling expenses and preparing expense reports.

High level of discretion, professionalism, and sound judgment with confidential information.

Strong proficiency with Microsoft Office / Google Workspace and standard scheduling, travel, and expense tools.

Highly organized, self-directed, and comfortable operating with a high degree of autonomy in a fast-paced environment.

Preferred Qualifications

Prior experience supporting a C-suite executive at a mid-size or global company.

Experience in professional writing, including drafting emails, taking meeting minutes and producing polished summary reports.

Some experience in leveraging AI capabilities for research and draft material creation.

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Helpware

Current Open Positions