(Seasonal) Customer Service Associate

hace 3 semanas

Guadalajara, México Helpware A tiempo completo

**About Us**:
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

The way we work has changed drastically over the last two years. Our client is in the business of shaping the future of work. They are on the mission to make the future of communication more collaborative, accessible, and productive for all. Everyday professionals use our client's platform to capture information and engage with each other in meetings, authors use it to write books, people with hearing impairments to transcribe conversations, and teachers to make class more accessible. No matter where their customers are or how they participate in meetings or conversations, with our client's program they get more out of life's conversations.

Our Mexico team is growing and we're looking for experienced (Seasonal) Customer Service Associate to join us.

**Position Summary**:
As a Customer Service Associate, you will serve as the first point of contact to customers and must be focused on providing an excellent customer experience at all times. In addition, this person must have the confidence to make quick and accurate decisions, use independent judgment on unfamiliar customer needs, foster great customer relationships and have the ability to determine when inquiries should be escalated.

**Primary Responsibilities**:

- Provide exceptional customer support to Client end-users by responding and resolving customer requests in a timely and accurate manner within Zendesk. Requests include but are not limited to: billing inquiries, subscription and cancellation requests, refund requests, assistance using and understanding product features/settings, and basic troubleshooting.
- Proactively report any ticket trends or service-related incidents to a Team Lead, including but not limited to: users unable to access the website, service outage, or Otter.ai service is severely limited or major functions are performing improperly and is significantly impacting users' operations or productivity.
- Contribute to the ongoing learning and success of the team by sharing knowledge through collaboration and aiding in improvements to internal documentation and training.

**Qualifications**:

- Must be at least 18 years of age
- Must be able to work full time, 40 hrs per week
- Must be able to work on a rotating schedule and potentially on weekends/holidays
- Excellent English (C1 Proficiency) communication skills both written and verbal
- Experience with a ticketing system, preferably Zendesk
- Ability to understand the customer's question or issue and compose a custom reply without relying on macros/scripts/decision tree
- A high-level technical ability is preferred
- You are a self-motivated and enjoy learning new skills and technologies
- Completed or working towards a tertiary degree is preferred

**Work Environment**:
As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such, it is our goal to keep our employees safe during these uncertain times.
- Mandatory use of Personal Protective Equipment
- Sanitizing, disinfecting, or cleaning procedures in place
- Social distancing guidelines in place
- Divided work stations
- Remote interview process
- Virtual meetings

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