Helpware Inc

Compensation

Full Description

JOB DESCRIPTION We are seeking a dedicated and adaptable Customer Support Representative to join our team. In this role, you will serve as the first point of contact for our patients/healthcare providers via phone and chat, assisting them with prescription drug inquiries, troubleshooting mail-order issues, and guiding them through basic resolution steps. You will become an expert on our GLP-1 products and functionalities, ensuring patient/healthcare provider satisfaction while maintaining professionalism and empathy at all times. LOCATION This role requires a 3 week-long remote training. START DATE December 15th, 2025 WE OFFER • $16 USD per hour • Employee benefits (paid time off, 401K, and healthcare) • Meditation app • Referral program • Paid training • Continuous support • Growth opportunities KEY RESPONSIBILITIES • Deliver outstanding customer support through clear and effective communication on every interaction with patients/healthcare providers. • Provide first-level assistance via phone and chat channels by addressing patient/healthcare provider inquiries (i.e. prescription submissions, tracking, refills and PHI updates.) • Maintain excellent Customer Service Satisfaction Ratings while delivering accurate and effective support by maximizing the use of key resources. • Guide patients/healthcare providers through basic issue resolution procedures (i.e. online payments and prescription submissions through electronic medical records system-EMR) • Collaborate with colleagues and management to share insights, improve support processes, and adhere to best practices. • Track patient/healthcare provider interactions for first-call resolution and escalating unresolved issues through the proper support channels and follow up as needed. • Communicate technical information clearly and professionally to non-technical users. (i.e. assisting patients with online troubleshooting/assisting providers with prescription correction where needed) • Perform other related duties as assigned by managers. 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. REQUIREMENTS • High School diploma or equivalent. • Minimum of 6 months experience in customer service via phone, email, or live chat. • Healthcare experience is not required but is considered a plus. • Startup experience is a plus. • Ability to thrive in a fast-paced, dynamic environment with frequent changes. • Open to working all shifts as needed by the business. QUALIFICATIONS • Strong communication and interpersonal skills. • Empathetic attitude with a positive and professional demeanor. • Ability to handle challenging customer interactions calmly and effectively. • Detail-oriented with strong organizational skills. • Tech-savvy and comfortable using CRM and online support tools. • Self-motivated and quick to adapt to new information and procedures.