Technical Support Representative | Guadalajara | Hybrid
$16,000 MXN Gross + 8% Savings Fund +$1,0000 Food Vouchers
Here's the deal
Our client 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.
With us, 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, weʼre building the future of mobile-first, conversational engagement and redefining whatʼs possible for businesses and their stakeholders.
Your day-to-day
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 proc

📌 Technical Support Representative (Guadalajara)
🏢 Helpware
📍 Guadalajara