Customer Support Representative (CC) at Helpware

About Us

Helpware is a technology-driven company with a global presence across several countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in offering top-notch Customer Experience and Operational Support to modern businesses. Our team of experts is committed to delivering exceptional services to our partners, leveraging our skilled teams, cutting-edge solutions, and advanced technologies to provide the highest value.

Position Overview

Listed in the Inc. 5000 for multiple consecutive years as the fastest-growing Talent Management platform in America, we are expanding our Customer Support Team with a mission to provide multi-level technical support to our clients with an experience unparalleled in the industry. We are looking for curious, self-motivated, disciplined, and entrepreneurial individuals for a full-time role supporting our dynamic client base.

You will join forces with our Client Support leaders, and a team of Tier 1 and Tier 2 Support Specialists committed to optimizing client satisfaction through creative problem-solving. You will also work in a highly visible and solutions-driven environment interacting directly with our clients and collaborating with internal colleagues on the Product Development, Customer Success, and Implementation teams.

What you will do

• You will receive a sandbox account of our SaaS-based talent management platform to learn, test, and grow your knowledge and skills. You will go through formal product training with our training experts and build your foundation to begin interacting with customers.
• You’ll be challenged to learn how our clients use the product, how to overcome the product issues you uncover, and practice solving real client tickets in a controlled environment.
• Learn our client’s proprietary support tools and technology. You’ll be exposed to some HTML, CSS, APIs, and more.
• You will be challenged to expand your product knowledge and begin to understand and diagnose the deeper, root cause, and technical issues.
• You will begin to move to chats and phone calls with customers, handle more volume, refine your customer interactions, and develop finesse on processes and granular elements of the product.
• You will be fully ramped, moving towards subject matter expertise in our platform while growing your skills as a support specialist. You will begin to liaise with internal teams on ticket resolution.
• Additionally, our Client Solutions team develops and manages our client-facing help center, which provides our customers a comprehensive source for help materials and new product release documents. You will educate customers through the development and communication of these materials.
• Act as a consultant and provide our clients with excellent support
• Develop expert knowledge of our products and create efficiencies in our processes
• Identify, troubleshoot, and resolve issues encountered by users, and confirm and report bugs
• Bring client feedback to the team and suggest areas for improvement
• Have fun, be an active team member, and support your colleagues!

Requirements

• Communication: We're on the lookout for decisive, organized candidates who have strong oral and written communication skills. Fluency in both written and spoken English is a must.
• Ability to work shifts ranging from 8 AM ET - 8 PM ET
• A dependable broadband home internet connection.

• A demonstrated independent streak: We're all about the team, but we don't like micro-management, so everyone needs to think on their feet and exhibit self-discipline.
• Client service: Experience dealing with clients in any capacity, including but not limited to call centers, IT support, and service industry.
• Technology: We are looking for people who enjoy working with technology. Some of the tools we work with include Zendesk, Salesforce, JIRA, Google Suite, Slack, and Zoom. We don’t expect you to know how to use these tools and we'll teach you!
• Transferable skills will be considered.