Technical Support Representative

hace 1 semana

México Helpware A tiempo completo

**About Us**:
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

**Position Overview**:
**As a Customer Service Representative Tier 2, you will be addressing a variety of customer inquiries in a personalized, friendly, and informative manner, providing an exceptional customer experience.**:
**Primary Responsibilities**:

- Fixing technical problems customers may have using the platform or connected services (such as ecommerce
- websites or POS systems)
- Handling all escalations of technical issues from tier 1 agent
- Be able to spot trends or discover patterns etc, by helping the client to improve overall processes or escalate bigger issues
- Answering simple customer questions about their services
- Follow customer service guides / guidelines to resolve problems with the service
- Guide customers to the online knowledge base / share articles for self-help
- Understand when to escalate and collect necessary information (serial numbers etc.) for follow-up
- Provide friendly and courteous services at all times (Use empathy and reassurance model)

**Qualifications**:

- Has been in a technical support role for more than 2 years
- Has a basic understanding of APIs, Spreadsheets (formulas, data formatting)
- Has a basic understanding of ecommerce platforms, point of sale systems, ERP software, and various web platforms (such as Wordpress, Shopify, BigCommerce, Magento, and others)

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