Technical Support Expert

hace 3 días


Guadalajara, Jalisco, México Helpware A tiempo completo

About Us

Helpware is a global technology company with offices in multiple countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in delivering top-notch Customer Experience and Operational Support to modern businesses.

Position Overview

Key Responsibilities:

  • Provide accurate product information to customers, including features, pricing, availability, and troubleshooting steps.
  • Assist customers in navigating our products and services, escalating complex issues to Tier 2 support or managers when necessary.
  • Maintain high customer satisfaction through proactive communication and timely issue resolution.
  • Document customer interactions and transactions accurately in our CRM system.
  • Collaborate with team members to identify and implement process improvements.

Requirements:

  • Proven experience in customer service or support roles.
  • Excellent verbal and written communication skills.
  • Ability to remain calm and courteous under pressure.
  • Strong problem-solving skills and attention to detail.
  • Flexibility to work varying shifts, including weekends and holidays.
  • Familiarity with CRM systems and support software is a plus.

PREFERRED QUALIFICATIONS:

  • Prior experience in tech support or SaaS environments.
  • Basic technical troubleshooting knowledge.
  • Customer service certification is advantageous.


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