Helpware is looking for a Customer Support Representative to provide technical support for our partner, TextUs, a business communication platform. You will play a key role in ensuring customer satisfaction by resolving technical challenges and serving as the voice of the customer within our collaborative team.
What You'll Do
- Troubleshoot technical issues, including Chrome extension and browser problems, and reproduce customer-reported issues for QA.
- Provide actionable recommendations and solutions via chat, email, phone, and screen sharing.
- Communicate customer issues internally to prioritize and enhance the customer experience, following appropriate escalation paths.
- Engage with customers to ensure satisfaction with TextUs products and services.
- Manage multiple customer conversations in Salesforce Service Cloud.
- Monitor and maintain key performance indicators like CSAT score, timely responses, escalations, and average responses per case.
- Maintain expertise in 10DLC and stay current on company products and services.
- Gather and share customer feedback with relevant teams to improve products and processes.
- Identify and report bugs versus expected behavior, escalating as needed and providing input for help center articles.
- Log comprehensive tickets in Jira, tagging with root cause, product feature, and organization details.
- Provide actionable feedback to improve processes across teams.
- Escalate customer issues to the appropriate teams (Account Management, Sales, Billing, Engineering).
- Work with product and engineering teams to report feature requests and resolve technical issues.
- Maintain accurate documentation in Salesforce Service Cloud.
- Ensure compliance with company policies, procedures, and service-level agreements.
What We're Looking For
- Must live in Guadalajara's Metropolitan zone.
- Positive and energetic attitude with exceptional customer service skills.
- Passion and curiosity about technical products and SaaS.
- Exemplifies a team mentality.
- Strong attention to detail, with a sense of urgency.
- Ability to prioritize issues and resolve them in order.
- Exceptional written and verbal communication skills.
- Strong ability to understand information from documentation.
- Technical aptitude and ability to learn new platforms quickly.
- Experience within a ticketing environment (e.g., ServiceCloud, ZenDesk, JIRA).
- Proactively asks for feedback and strives for continuous improvement.
- Experience maintaining accurate documentation.
- Proficiency in complex problem-solving.
Nice to Have
- Experience with CRM or Support Desk software is a bonus.
Technical Stack
- Salesforce Service Cloud
- Jira
- Chrome extension troubleshooting
Team & Environment
You will be part of the Guadalajara, Mexico team, working within a collaborative and data-driven culture where you are empowered to make a difference and help build the future of mobile-first, conversational engagement.
Work Mode
This is an on-site position located in Guadalajara, Mexico.
Helpware is an equal opportunity employer.
