Customer Service Representative (San Juan, Puerto Rico)

Helpware is a technology-driven company that provides Customer Experience & Operational Support for modern companies. As a Customer Support Representative, you will collaborate with team members to meet customer needs and deliver optimal results while providing first-level support via email and chat.

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

Requirements:

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