Customer Support Representative

About Us
It’s simple, we prosper by putting people ahead of profits. Point blank.
We created Helpware because we saw a need to change the way business is done in our world of outsourcing. We believe employee satisfaction doesn’t need to be compromised in order to deliver the best quality to our clients. In fact, we discovered that enhancing our employee experience is exactly how we provide high-class service to our powerhouse clients. Helpware is a better kind of outsourcing, one centered around People.

So, why Helpware?
Let’s start with the facts. In the past year, our team has grown 4 times in size across the globe and increased company revenue exponentially. That’s not by coincidence. People are our single greatest commodity, which is why we are careful who is let into our world of Helpers. We are currently in search of a Customer Support Representative to push the boundaries and join our team of hard-working, driven individuals. If you value hard work, driving change, and contributing to something greater than yourself, check out the details below and apply!

Position Overview:

The Customer Support Representative will serve as the first point of contact to customers and must be focused on providing excellent customer experience at all times. In addition, this person must have confidence to make quick and accurate decisions, use independent judgment on unfamiliar customer needs, and have the ability to determine when inquiries should be escalated.

Primary Responsibilities:

• Review, process and close all incoming ER tickets, service orders, exchanges, return to vendor, extended warranty claims daily that are assigned to the Guest Response Team (GRT).
• Act as the first level of escalation by providing guidance to team members on difficult situations handling exceptions or unusual situations.
• Refer complex problems to supervisors as appropriate.
• Maintain communication with team members, customers, and other departments.
• Provide daily service reports and ER reports to supervisors.
• Represent the GRT call center on cross functional teams.
• Analyze problems and determine resolutions.
• Advise management of operational or staffing issues.
• Other duties as assigned, essential or otherwise.
• Interact with customers to answer their questions
• Follow Company policies and use independent judgement to determine resolution/escalation.
• Maintain a high level of professionalism, punctuality and accountability.
• Contribute to a team-oriented environment, assisting others as needed.

Qualifications:

• High School Diploma or equivalent
• Consistently meet all department goals and objectives to ensure customer satisfaction.
• Ability to learn in-house computer programs.
• Excellent oral and written communication skills in the English language.
• Great telephone presence and confidence to assist customers over the phone.
• 1 year of call center experience
• Courteous, confident and outgoing personality with exceptional customer service skills
• Ability to build relationships with team members and customers.

Work Environment:
As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is
our commitment to our people. We are committed to providing continuous employment to people, most
especially to the ones severely affected by this pandemic. Our policy is our people first, and as such it is our goal
to keep our employees safe during these uncertain times.
To maintain a safe work environment at all our locations, we are continuing to take these safety measures on-site:

• Mandatory use of Personal Protective Equipment
• Sanitizing, disinfecting, or cleaning procedures in place
• Social distancing guidelines in place
• Divided work stations
• Remote interview process
• Virtual meetings