{"id":2481721,"url":"https://alion.io/job/helpware-customer-service-representative-sr-3","title":"Customer Service Representative (SR)","company":{"id":454250,"name":"Helpware","domain":"helpware.com","url":"https://alion.io/company/helpware-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":15,"max":null,"currency":"USD","period":"hour","gross":null,"usd_annual":30000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-13T18:28:20Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T18:40:55Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"CUSTOMER SERVICE REPRESENTATIVE\nLocation: Kentucky, US & Tennessee, US | Work setup: Conditional remote | Schedule: Monday to Friday\nAbout Us\nHelpware 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.\nOverview\nAs 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.\nBenefits\n$15 USD per hour. \nConditional Remote Work Setup Work from home with onsite reporting required for business-critical needs, connectivity disruptions, training, or performance support.\n\nComputer equipment. \nGreat culture. \nGrowth opportunities.\nEducation & Experience\nHigh school diploma or equivalent. \n1+ year of customer service experience in a fast-paced environment.\nEnglish (C1).\nSkills & Responsibilities\nHelping transfer calls between patients/pharmacies/doctors\nBecome an expert on the product, knowing all the specifics of its functioning.\nProvide first-level support to customers via email and/or chat in a timely and professional manner.\nAddress customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps.\nMaintain a positive, empathetic, and professional attitude toward customers at all times.\nWork on creating, updating, or adjusting customer accounts by documenting personal information.\nCollaborate with colleagues and management on best practices and insights about any aspect of the job or its duties.\nDocument and track customer interactions, issues, and resolutions in CRM, online tools, and cloud-based platforms.\nProcess and prepare information for auditing and reporting purposes.\nUpdate internal and customer-facing knowledge bases\nConvert clients' feedback into feature requests for the development of the product.\nEscalate unresolved issues to Tier 2 support or relevant departments, while maintaining ownership of the case until resolution.\nEffectively communicate technical information to non-technical users.\nStay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps.\nAbility to thrive in a fast-paced, dynamic environment with frequent changes.\nOpen to working all shifts as needed by the business.\nOther related tasks assigned by managers of the Clients and/or Helpware.\nPhysical and Mental Requirements\nMust be physically willing and able to sit for an 8-hour shift. \nMust be physically willing and able to type continuously using a keyboard for a full 8-hour shift. \nMust be physically willing and able to manage multiple chat conversations simultaneously. \nMust have the mental resilience to handle difficult or upset customers without experiencing anxiety.\nMust have the ability to thrive in a high-volume, fast-paced call center environment.","description_format":"text","description_chars":3353,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Growth opportunities"],"hiring_locations":[{"name":"United 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