Description
Helpware is hiring a Tier 2 Customer Support Representative to serve as the primary escalation point for complex customer service and order-management issues. The role handles advanced order, payment, refund, return, pricing, and account exceptions; approves or denies out-of-policy RMA, refund, and credit requests; documents cases in Salesforce; identifies recurring escalation themes; and recommends process and knowledge-base improvements. The position is based in Lexington, Danville, or Somerset, Kentucky, with a conditional remote work setup, and requires 2–4 years of relevant customer-service or order-management experience.
