About Us

Helpware is a technology-driven American company with offices in the USA, Ukraine, Mexico, 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.

Our Guadalajara, Mexico Team is growing and we're looking for experienced Customer Support Specialists to join our Helpware team.

Position Overview:

The Customer Support Specialist plays a key role in our Customer Service operations. Working in a call-center environment, this high-energetic, confident and courteous employee will communicate with customers by phone, email, chat, and will be responsible for monitoring the daily service orders, ER tickets and daily communication with all market locations.

The Customer Support Specialist will serve as the first point of contact to customers and must be focused on providing excellent customer experience at all times. In addition, this person must have confidence to make quick and accurate decisions, use independent judgment on unfamiliar customer needs, and have the ability to determine when inquiries should be escalated.

Primary Responsibilities:

• Review, process and close all incoming ER tickets, service orders, exchanges, return to vendor, extended warranty claims daily that are assigned to the Guest Response Team (GRT)
• Act as first level of escalation by providing guidance to team members on difficult situations handling exceptions or unusual situations
• Refer complex problems to supervisors as appropriate
• Maintain communication with team members, customers, and other departments
• Provide daily service reports and ER reports to supervisors
• Represent the GRT call center on cross functional teams
• Analyze problems and determine resolutions
• Advise management of operational or staffing issues
• Other duties as assigned, essential or otherwise
• Interact with customers to answer their questions
• Follow Company policies and use independent judgement to determine resolution/escalation
• Maintain a high level of professionalism, punctuality and accountability
• Contribute to a team-oriented environment, assisting others as needed

Qualifications:

• High School Diploma or equivalent
• Consistently meet all department goals and objectives to ensure customer satisfaction
• Timely and accurate information exchange, teamwork and cooperation
• Demonstrated working knowledge of Microsoft Office
• Ability to learn in-house computer programs
• Excellent oral and written communication skills in the English language
• Bilingual skills - a plus
• Great telephone presence and confidence to assist customers over the phone
• 1-3 years of customer service experience
• 1+ year of call center experience
• Courteous, confident and outgoing personality with exceptional customer service skills
• Ability to build relationships with team members and customers

Work Environment:

As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such it is our goal to keep our employees safe during these uncertain times.