Technical Support Representative (TU)

Helpware; Región Centro; Híbrido; MXN 152.000 - 205.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

8% Savings Fund

Food vouchers MXN 1000 after 2 months

Paid training

Full law benefits

Descripción de la vacante

Helpware is seeking a Technical Support Representative to join our Guadalajara team in a hybrid role. You will troubleshoot technical issues, guide customers via chat, email, phone, and screen sharing, and log tickets in Jira and Salesforce Service Cloud.

The position pays 16,000 MXN gross per month plus an 8% Savings Fund and 1,000 MXN monthly food vouchers after two months. Candidates should live in the Guadalajara metropolitan area, have strong communication skills, a customer-first mindset,

Formación

• To live in Guadalajara's Metropolitan zone
• Customer Experience Acumen
• Positive and energetic attitude with exceptional customer service skills
• Passion and curiosity about technical products and SaaS
• Exemplifies a team mentality
• Attention to Detai l
• Strong attention to detail, with a sense of urgency
• Ability to prioritize issues and resolve them in order
• Exceptional written and verbal communication skills
• Product Fluency
• Strong ability to understand information from documentation
• Technical aptitude and ability to learn platforms
• Experience within a ticketing environment (ServiceCloud, ZenDesk, JIRA)
• Experience with CRM or Support Desk software is a bonus

Responsabilidades

• Customer Support and Problem Resolution
• Troubleshoot technical issues (e.g., Chrome extension, internet browsers) and reproduce customer problems for QA
• Provide actionable recommendations and solutions support via chat, email, phone, and screen sharing to customer challenges
• Communicate customer issues internally to prioritize and enhance the customer experience with clarity, empathy, and precision .
• Follow appropriate escalation paths
• Ensuring Customer Satisfaction
• Engage with customers to ensure satisfaction with TextUs products and Services, demonstrating product expertise and providing guidance on usage
• Manage multiple customer conversations in Salesforce Service Cloud, maintaining a high level of service across all interactions
• Monitor and maintain key performance indicators, including CSAT score, timely responses, number of escalations to account manager, and average responses per case closed
• Feedback Collection and Product Knowledge
• Maintain expertise in 10DLC and stay up-to-date on company products and services.
• Gather and share customer feedback with relevant teams to improve products and processes.
• Identify and report bugs vs. expected behavior, escalating as needed and providing input for help center articles.
• Log comprehensive tickets in Jira, tagging with root cause, product feature, and organization details.
• Provide actionable feedback to improve processes across teams.
• Escalate customer issues to the appropriate teams (AM/Sales/Billing/Engineering).
• Work with product and engineering to report feature requests and resolve technical issues.
• Maintain accurate documentation in Salesforce Service Cloud to track customer interactions and ensure process improvements
• Ensure compliance with company policies, procedures, and service-level agreements (SLAs)

Conocimientos

Customer Experience Acumen

Positive attitude

Passion for SaaS

Team mentality

Attention to detail

Prioritize issues

Written & verbal communication

Product fluency

Documentation comprehension

Technical aptitude

Ticketing system experience

CRM/Support desk familiarity

Herramientas

Jira

Salesforce Service Cloud

Zendesk

Descripción del empleo

Technical Support Representative | Guadalajara | Hybrid

$16,000 MXN Gross + 8% Savings Fund +$1,0000 Food Vouchers

Here's the deal!

Our client is on a mission to revolutionize business communication by enabling seamless and impactful engagement between workers and consumers. With a focus on innovation, ease of use, and delivering measurable results, our strategy is rooted in creating tools that outperform other messaging solutions while fostering trust and value for our customers and stakeholders.

With us, every team member is empowered to make a difference. Our collaborative and data-driven culture, combined with the guidance of a proven leadership team, ensures you have the resources and support to excel. Together, we're building the future of mobile-first, conversational engagement and redefining what's possible for businesses and their stakeholders.

Your day-to-day!

• Customer Support and Problem Resolution
• Troubleshoot technical issues (e.g., Chrome extension, internet browsers) and reproduce customer problems for QA
• Provide actionable recommendations and solutions support via chat, email, phone, and screen sharing to customer challenges
• Communicate customer issues internally to prioritize and enhance the customer experience with clarity, empathy, and precision .
• Follow appropriate escalation paths
• Ensuring Customer Satisfaction
• Engage with customers to ensure satisfaction with TextUs products and
• Services, demonstrating product expertise and providing guidance on usage
• Manage multiple customer conversations in Salesforce Service Cloud, maintaining a high level of service across all interactions
• Monitor and maintain key performance indicators, including CSAT score, timely responses, number of escalations to account manager, and average responses per case closed
• Feedback Collection and Product Knowledge
• Maintain expertise in 10DLC and stay up-to-date on company products and services.
• Gather and share customer feedback with relevant teams to improve products and processes.
• Identify and report bugs vs. expected behavior, escalating as needed and providing input for help center articles.
• Log comprehensive tickets in Jira, tagging with root cause, product feature, and organization details.
• Provide actionable feedback to improve processes across teams.
• Escalate customer issues to the appropriate teams (AM/Sales/Billing/Engineering).
• Work with product and engineering to report feature requests and resolve technical issues.
• Maintain accurate documentation in Salesforce Service Cloud to track customer interactions and ensure process improvements
• Ensure compliance with company policies, procedures, and service-level agreements (SLAs)

What you need

• To live in Guadalajara's Metropolitan zone
• Customer Experience Acumen
• Positive and energetic attitude with exceptional customer service skills
• Passion and curiosity about technical products and SaaS
• Exemplifies a team mentality
• Attention to Detai
• Strong attention to detail, with a sense of urgency
• Ability to prioritize issues and resolve them in order
• Exceptional written and verbal communication skills
• Product Fluency
• Strong ability to understand information from documentation
• Technical aptitude and ability to learn platforms
• Experience within a ticketing environment (ServiceCloud, ZenDesk, JIRA)
• Experience with CRM or Support Desk software is a bonus

What you get

• $16,000 MXN gross monthly salary
• Paid training
• Full law benefits
• 8% Savings Fund
• $1,000 MXN monthly food vouchers after 2 months