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, and email.

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 judgement on unfamiliar customer needs, and have the ability to determine when inquiries should be escalated.

Primary Responsibilities:

• Handle inbound client calls, make outbound calls as needed
  
• Log into Talk Desk & OMNI when you clock in every morning
  
• Always follow up on your pending cases every 24 hours
  
• Complete all cases that Salesforce/OMNI or management assign you
  
• Read all POP-UP notes on every request
  
• Engage in active listening with callers, confirming and clarifying information
  
• Know how to diffuse an upset client
  
• Understand and strive to meet and or exceed call center metrics while providing excellent and consistent client support
  
• Make sales or recommendations for products or services that may better suit client needs
• Seize opportunities to upsell products when they arise
  
• Utilize software, databases, scripts, and tools appropriately
  
• Respond promptly to correspondence from clients
  
• Take ownership and respond to cases in the Salesforce, submitted via email, or voicemail
  
• Follow communication "scripts" when handling different topics
  
• Identify client's needs, clarify information, research every issue, and provide solutions and/or alternatives
  
• Build sustainable relationships and engage clients by taking the extra mile
  
• Take responsibility for updating client information in database systems
  
• Be flexible within our environment by embracing all changes that are made
  
• Any other task assigned by management
  
• Courteous with Customers
  
• Maintain a high level of professionalism, punctuality and accountability
  
• Contribute to a team-oriented environment, assisting others as needed
  
  

Qualifications:

• MUST be available 5 AM PST - 7 PM PST Monday - Friday (split shifts)
  
• Excellent English Skills, close to native speaker
  
• Experience with mobile providers a plus
  
• Tech-savvy & w/ telco background
  
• Quick thinkers & able to adapt
  
• Courteous, confident and outgoing personality with exceptional customer service skills
  
• Great telephone presence and confidence to assist customers over the phone
  
• Ability to build relationships with team members and customers
  
• Ability to problem solve and multi-task
  
• Teamwork mentality with aptitude for sharing expertise and appreciating feedback
  
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn while accepting new challenges
  
• Detail oriented and excellent organizational skills
  
• Worked in the telecommunications field
  
• Experience with a customer support specialist
  
• Writing skills
  
  

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.