Customer Support Representative

**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 Support Representative, You will interact with customers to provide information in response to inquiries about products and services. Handle and resolve complaints as needed.**Primary Responsibilities**:- Check to ensure that appropriate changes were made to resolve customers' problems.- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.- Resolve customers' service or billing complaints by performing activities such as exchanging products or services, refunding money, or adjusting bills.- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.- Refer unresolved customer grievances to designated departments for further investigation.- Determine charges for services requested, collect deposits or payments, or arrange for billing.- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.- Order tests that could determine the causes of product malfunctions.- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.- Review claims adjustments with appropriate departments, examining parts claimed to be defective, and approving or disapproving claims.- Review insurance policy terms to determine whether a particular loss is covered by insurance.- Compare disputed products or services with original requisitions and information from invoices and prepare invoices for returned products or services.- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.- Maintain Service contracts by scheduling service appointments with customers.- Schedule and coordinate all service/emergency calls as calls are received.- Respond to all messages left overnight.- **Maintain service contracts by scheduling service appointments with customer.**:- Schedule and coordinate all service/emergency calls.- Respond to all messages left overnight.- Other duties as assigned.**Qualifications**:- 6 plus months of experience in customer service-related field.- Microsoft Office skills- Communication, Written - Ability to communicate in writing clearly and concisely.- Communication, Oral - Ability to communicate effectively with others using the spoken word.- Accountability - Ability to accept responsibility and account for his/her actions.- Customer Oriented - Ability to take care of the customers’ needs while following company procedures.- Working Under Pressure - Ability to complete assigned tasks under stressful situations.- Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.- Detail Oriented - Ability to pay attention to the minute details of a project or task.- Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.- Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.- Organized - Possessing the trait of being organized or following a systematic method of performing a task.- Friendly - Ability to exhibit a cheerful demeanor toward others.- Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace.- Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.- Accuracy - Ability to perform work accurately and thoroughly.- No schedule restrictions**Capacitación es de lunes a viernes 7:00 am - 4:00 pm y son 3 semanas. (Entrenamiento presencial en oficina)****El horario en que abre la campaña para part-time (horario de operaciones) es de Domingo a Viernes 6:30 am a 11:00 am EST (Actualmente 5:30am a 10 am en hora de México pero cuando más adelante llegue el Daylight saving se recorrería 1hr más temprano). En este window de atención se agendarían tus 20 hrs semanales son 5 días a la semana de 4 hrs de trabajo, (15 min de break pagado) y tienes 2 días libres.****Operaciones desde casa, siempre que mantengas un buen desempeño, conexión estable a internet y residas dentro del área metropolitana de Guadalajara.****(En caso de bajo desempeño, problemas de conexión o solicitud del cliente o helpware, podría requerirse regresar al sitio.)****Nuestra oferta salarial de 9,600MXN mensuales antes de impuestos, adicional al sueldo base,