**About Us**
It's simple, we prosper by putting people ahead of profits. Point blank.
We created Helpware because we saw a need to change the way business is done in our world of outsourcing. We believe employee satisfaction doesn't need to be compromised in order to deliver the best quality to our clients. In fact, we discovered that enhancing our employee experience is exactly how we provide high-class service to our powerhouse clients. Helpware is a better kind of outsourcing, one centered around People.
**What is this role about?**:
As a **Technical Support Representative**, you will be addressing a variety of customer inquiries in a personalized, friendly, and informative manner, providing an exceptional customer experience.
**What awaits you in this role**:
- Fixing technical problems customers may have using the platform or connected services (such as ecommerce websites or POS systems)
- Handling all escalations of technical issues from tier 1 agent
- Be able to spot trends or discover patterns etc, by helping the client to improve overall processes or escalate bigger issues
- Answering simple customer questions about their services
- Follow customer service guides / guidelines to resolve problems with the service
- Guide customers to the online knowledge base / share articles for self-help
- Understand when to escalate and collect necessary information (serial numbers etc.) for follow-up
- Provide friendly and courteous services at all times (Use empathy and reassurance model)
**What we are looking for**:
- Has been in a technical support role for more than 2 years
- Has a basic understanding of APIs, Spreadsheets (formulas, data formatting)
- Has a basic understanding of ecommerce platforms, point of sale systems, ERP software, and various web platforms (such as Wordpress, Shopify, BigCommerce, Magento, and others)
**What we offer**:
- Law Benefits
- Social Security (IMSS)
- 12 Vacations Days after First Year
- Vacation Bonus (Prima Vacacional)
- Christmas Bonus (Aguinaldo)
- Sunday Bonus (Prima Dominical)
- Food Vouchers
- Health Insurance
- Excellent Work Environment
- Opportunities for Growth
- On Staff Psychologist and Nutritionist
- Convenient Partnerships for Food and _More!_
**Our Client's Background**
Our client assists retailers in conquering multichannel commerce.
**Work Environment**:
As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, especially those severely affected by this pandemic. Our policy is our people first, and our goal is to keep our employees safe during these uncertain times.
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