Customer Support Representative
Helpware
full-time
Posted on:
Location Type: Office
Location: Guadalajara • Mexico
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About the role
- Troubleshoot technical issues and reproduce customer problems for QA
- Provide actionable recommendations and solutions support via chat, email, phone, and screen sharing to customer challenges
- Communicate customer issues internally to prioritize and enhance the customer experience with clarity, empathy, and precision
- Engage with customers to ensure satisfaction with TextUs products and services, demonstrating product expertise and providing guidance on usage
- Monitor and maintain key performance indicators, including CSAT score, timely responses, number of escalations to account manager, and average responses per case closed
- Gather and share customer feedback with relevant teams to improve products and processes
- Log comprehensive tickets in Jira, tagging with root cause, product feature, and organization details
- Provide actionable feedback to improve processes across teams
Requirements
- Experience maintaining accurate documentation
- Proficiency in complex problem-solving
- Positive and energetic attitude with exceptional customer service skills
- Exceptional written and verbal communication skills
- Strong attention to detail, with a sense of urgency
- Ability to prioritize issues and resolve them in order
- Strong ability to understand information from documentation
- Technical aptitude and ability to learn platforms
- Experience within a ticketing environment (ServiceCloud, ZenDesk, JIRA)
Benefits
- Health insurance
- Retirement plans
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
complex problem-solvingdocumentation maintenanceticketing environment
Soft Skills
customer servicewritten communicationverbal communicationattention to detailprioritizationempathyclarityprecisionpositive attitudeenergetic attitude