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Bilingual Technical Support Representative

hace 4 meses

Guadalajara, México Helpware A tiempo completo

**About Us**
It's simple, we prosper by putting people ahead of profits. Point blank.
We created Helpware because we saw a need to change the way business is done in our world of outsourcing. We believe employee satisfaction doesn't need to be compromised in order to deliver the best quality to our clients. In fact, we discovered that enhancing our employee experience is exactly how we provide high-class service to our powerhouse clients. Helpware is a better kind of outsourcing, one centered around People.

**What is this role about?**:
The **Technical Support Representative** will be responsible for providing help on topics relating to our e-commerce analytics and visualization platform which helps 'direct to consumer' brands understand, analyze, and take action on consolidated e-commerce data, from sources such as Shopify, Google Analytics, Facebook and more.

**What awaits you in this role**:

- Manage help desk software or ticket system
- Troubleshooting and managing simple software issues using knowledge base articles and FAQs
- Provide help regarding the company product or services
- Stay up-to-date with updates, changes within the company
- Research questions on available resources (FAQ manual)
- Delegate difficult problems to the second level support
- Build Customer eComm Dashboards using Looker Software
- Recommend the best visualizations for merchants to utilize
- Manage assigned tasks in project management platform

**What we are looking for**:

- Outstanding verbal and written communication in business terms with external customers
- Capability to maintain the highest confidentiality around company proprietary information
- Enjoyment of working with and communicating with people and solving problems
- Ability to multi-task and prioritize while remaining calm and pleasant
- Solid problem-solving skills
- Strong organizational skills
- Experience with Hubspot a plus
- Experience with Asana, Looker or Tableau are a plus
- SaaS/Software Support experience is a plus
- Experience with databases or data modeling a plus

**What we offer**:

- Law Benefits
- Social Security (IMSS)
- 12 Vacations Days after First Year
- Vacation Bonus (Prima Vacacional)
- Christmas Bonus (Aguinaldo)
- Sunday Bonus (Prima Dominical)
- Food Vouchers
- Health Insurance
- Excellent Work Environment
- Opportunities for Growth
- On Staff Psychologist and Nutritionist
- Convenient Partnerships for Food and _More_

**Our Client's Background**
Our client assists Consumer Product Brands to make better data-driven decisions, leading to faster and more profitable growth.

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