Customer Support Representative

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.

Responsabilities:

Customer Support Representatives will do the following:

Become an expert on the product, knowing all the specifics of its functioning.

Provide first-level support to customers via calls, 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.

Other related tasks assigned by managers of the Clients and/or

Handle calls, emails, and chats.

Requirements:

B2 English
Customer Service experience
To live within Guadalajara's Metropolitan Zone