Content Operations Specialist

About UsHelpware 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 Support Representatives to join our Helpware team.Position Overview:The Content Operations Support Specialist will provide both internal and external support to various stakeholders involved in the review collection process through email and ticketing systems.Primary Responsibilities:Navigate Clutch's CRM to open, address, and resolve customer questions and concernsProcess content updates as requested by the customerCollaborate with other departments when required for ticket resolutionUphold established processes, policies, and SLAs for customer supportEnsure policy alignment with internal stakeholdersFlag improvements or inconsistencies in support processesQualifications:1-2 years of professional experienceAdvanced English skills (primarily written)Experience within the B2B industryIdeal Candidate Would Have:Familiarity working within a CMS (WordPress, Drupal, etc)Familiarity working within a CRM (Salesforce, HubSpot, etc)Skills:Ability to follow instructions clearlyCommunicate with concision and clarityInteract with a friendly and professional tone over emailAbility to tactfully mitigate and seek resolutions with dissatisfied clientsMeticulous attention to detailProblem-solving mindset with curiosity to find collaborative solutionsTime management and organizational skillsOpenness and adaptability to changeWillingness to learn and develop new skills to meet evolving demandsAbility to receive & implement feedback on both work & performance#J-18808-Ljbffr