Technical Support Specialist

hace 2 meses

Guadalajara, Jalisco, México Helpware A tiempo completo

About Us

Helpware is a technology-driven company with a global presence across several countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in offering top-notch Customer Experience and Operational Support to modern businesses. Our team of experts is committed to delivering exceptional services to our partners, leveraging our skilled teams, cutting-edge solutions, and advanced technologies to provide the highest value.

**Job Overview**

We are seeking a reliable and dedicated Support Agent to join our team. This role will primarily involve handling customer inquiries and providing assistance to ensure exceptional customer satisfaction.

**Key Responsibilities:**

  • Respond to customer inquiries promptly and professionally.
  • Provide accurate information regarding product features, pricing, availability, and troubleshooting steps.
  • Assist customers in navigating our products/services and escalate more complex issues to the appropriate team when necessary.
  • Maintain a high level of customer satisfaction through proactive communication and timely resolution of issues.
  • Document customer interactions and transactions accurately in our CRM system.
  • Collaborate with other team members to identify and implement process improvements.

**Requirements:**

  • Proven experience in a customer service or support role.
  • 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 a tech support or SaaS environment.
  • Knowledge of basic technical troubleshooting.
  • Certification in customer service or a related field is advantageous.

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