Customer Support Representative (TU)

Customer Services Representative

Helpware is a technology-driven 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 Services Representatives to join our Helpware team.

Job Overview:

TextUs 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.

At TextUs, 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.

Responsibilities

• 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
• Collaboration with Teams
• 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
• Documentation and Policy Adherence
• 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)

Requirements:

• 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 Detail

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

Accountability

Asks for feedback and strives for continuous improvement

Experience maintaining accurate documentation

Proficiency in complex problem-solving

Communication

Exceptional written and verbal communication skills

Ability to prioritize issues and resolve them in order