Technical Support Representative | Guadalajara | Hybrid$16,000 MXN Gross + 8% Savings Fund +$1,**** Food VouchersHere'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, we're building the future of mobile-first, conversational engagement and redefining what's possible for businesses and their stakeholders.Your day-to-day!
Customer Support and Problem ResolutionTroubleshoot technical issues (e.G., Chrome extension, internet browsers) and reproduce customer problems for QAProvide actionable recommendations and solutions support via chat, email, phone, and screen sharing to customer challengesCommunicate customer issues internally to prioritize and enhance the customer experience with clarity, empathy, and precision .
Follow appropriate escalation pathsEnsuring Customer SatisfactionEngage with customers to ensure satisfaction with TextUs products andServices, demonstrating product expertise and providing guidance on usageManage multiple customer conversations in Salesforce Service Cloud, maintaining a high level of service across all interactionsMonitor and maintain key performance indicators, including CSAT score, timely responses, number of escalations to account manager,



and average responses per case closedFeedback Collection and Product KnowledgeMaintain 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.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.Maintain accurate documentation in Salesforce Service Cloud to track customer interactions and ensure process improvementsEnsure compliance with company policies, procedures, and service-level agreements (SLAs)What you needTo live in Guadalajara's Metropolitan zoneCustomer Experience AcumenPositive and energetic attitude with exceptional customer service skillsPassion and curiosity about technical products and SaaSExemplifies a team mentalityAttention to DetaiStrong attention to detail, with a sense of urgencyAbility to prioritize issues and resolve them in orderExceptional written and verbal communication skillsProduct FluencyStrong ability to understand information from documentationTechnical aptitude and ability to learn platformsExperience within a ticketing environment (ServiceCloud, ZenDesk, JIRA)Experience with CRM or Support Desk software is a bonusWhat you get$16,000 MXN gross monthly salaryPaid trainingFull law benefits8% Savings Fund$1,000 MXN monthly food vouchers after 2 months#J-*****-Ljbffr

📌 Technical Support Representative (Tu) (Jalisco)
🏢 Helpware
📍 Jalisco