Content Operations Specialist

hace 4 días

Guadalajara, Jalisco, México Helpware A tiempo completo
About Helpware

Helpware is a technology-driven company that provides Customer Experience & Operational Support for modern businesses. Our team of professionals is driven by the purpose of delivering best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

We are a global company with offices in the USA, Ukraine, Mexico, and the Philippines, and we're looking for experienced professionals to join our Helpware team.

Position Overview:

The Content Operations Support Specialist will provide both internal and external support to various stakeholders involved in the review collection process through collaboration and coordination.

Key Responsibilities:
  • Navigate our Customer Relationship Management (CRM) system to open, address, and resolve customer inquiries and concerns.
  • Process content updates as requested by customers in a timely and efficient manner.
  • Collaborate with other departments when required for ticket resolution and ensure seamless communication.
  • Uphold established processes, policies, and Service Level Agreements (SLAs) for customer support.
  • Ensure policy alignment with internal stakeholders and identify areas for improvement.
  • Flag improvements or inconsistencies in support processes and provide recommendations for enhancement.
Requirements:
  • 1-2 years of professional experience in a related field.
  • Advanced English skills (primarily written) with the ability to communicate clearly and concisely.
  • Experience within the Business-to-Business (B2B) industry.

Ideal Candidate:

  • Familiarity with Content Management Systems (CMS) such as WordPress or Drupal.
  • Familiarity with Customer Relationship Management (CRM) systems such as Salesforce or HubSpot.

Skills:

  • Ability to follow instructions clearly and communicate effectively.
  • Interact with customers in a friendly and professional tone.
  • Ability to tactfully mitigate and seek resolutions with dissatisfied clients.
  • Meticulous attention to detail and a problem-solving mindset.
  • Time management and organizational skills with the ability to adapt to change.
  • Openness to feedback and a willingness to learn and develop new skills.

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