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.