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.

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

Feedback Collection and Product Knowledge

Collaboration with Teams

Documentation and Policy Adherence

Requirements :

Customer Experience Acumen

Attention to Detail

Product Fluency

Accountability

Communication