Customer Support Representative Jobs

Customer Support Representative

Helpware

Location:
Mexico, Guadalajara

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Helpware is a technology-driven company with a global presence across several countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in offering top-notch Customer Experience and Operational Support to modern businesses. Our team of experts is committed to delivering exceptional services to our partners, leveraging our skilled teams, cutting-edge solutions, and advanced technologies to provide the highest value.

Job Responsibility:

Become an expert on the product, knowing all the specifics of its functioning
Provide first-level support to customers via calls, email, and/or chat in a timely and professional manner
Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps
Maintain a positive, empathetic, and professional attitude toward customers at all times
Work on creating, updating, or adjusting customer accounts by documenting personal information
Collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties
Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud-based platforms
Process and prepare information for auditing and reporting purposes
Update internal and customer-facing knowledge bases
Convert clients' feedback into feature requests for the development of the product
Escalate unresolved issues to Tier 2 support or relevant departments while maintaining ownership of the case until resolution
Effectively communicate technical information to non-technical users
Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps
Other related tasks assigned by managers of the Clients and/or They will handle calls, emails, and chats

Requirements:

B2 English
Customer Service experience
To live within Guadalajara's Metropolitan Zone

Additional Information:

Job Posted:
December 09, 2025

Employment Type:

Fulltime

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