Helpware

Customer Support Representative

Helpware

full-time

Posted on:

Location Type: Hybrid

Location: Guadalajara • Mexico

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

Cloud

About the role

  • Become an expert on the product, knowing all the specifics of its functioning.
  • Provide first-level support to customers via 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
  • They will eventually handle calls.

Requirements

  • B2 English
  • Call center experience 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CRMcloud-based platformsauditingreportingtroubleshootingfeature requestsknowledge base managementcustomer account managementtechnical communication
Soft Skills
empathyprofessionalismcommunicationcollaborationproblem-solvingownershippositivitycustomer serviceadaptability