Customer Support Specialist

hace 6 días


Guadalajara, Jalisco, México Helpware A tiempo completo

About Helpware:

Helpware is a forward-thinking organization with a global presence, specializing in Customer Experience and Operational Support for contemporary businesses. Our dedicated team is committed to delivering exceptional value-added services to our partners by utilizing empowered teams, innovative solutions, and advanced technologies.

Role Summary:

As a Level 1 Technical Support Representative, you will engage in a range of administrative duties alongside fundamental helpdesk assistance, addressing both employee and customer technical challenges.

Key Responsibilities:

  • Oversee the entire support lifecycle for customers and internal staff
  • Deliver administrative reception and Level 1 support via various communication channels
  • Educate staff and manage essential office technology, networking, and specialized applications
  • Maintain comprehensive records in databases (customers, products, and inventory)
  • Coordinate customer interactions, internal training sessions, and other events
  • Organize corporate and public documentation
  • Handle social media interactions and feedback

Required Qualifications:

Soft Skills:

  • Proactive and empathetic demeanor
  • Patience and resilience
  • Strong problem-solving abilities
  • Customer-focused with adaptability to various personalities
  • Effective multitasking, prioritization, and time management skills

Hard Skills:

  • Basic computer proficiency
  • Strong verbal and written communication skills in the required language (B2 level)
  • Minimum educational requirement: High school diploma or equivalent

Technical Skills and Proficiencies:

  • Genuine interest and technical knowledge of computers and home automation devices (audio/video, smart homes, security, basic networking)
  • Proficient in Microsoft Office/365 and Gmail productivity tools
  • Ability to quickly learn and provide basic customer support within 60 days for:
    • Microsoft Office/365 and Gmail
    • CCTV systems
    • Access control systems
    • Home automation technologies
    • Intercom systems
    • VoIP/SIP telephone systems


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