About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines that 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 team is growing, and we're looking for a Technical Support Representative to join us.
Position Overview
We are looking for motivated and tech-savvy individuals who are passionate about helping customers resolve technical issues and delivering exceptional support experiences. As a Level 1 Technical Support Specialist, you will serve as the first point of contact for customers seeking technical assistance with products, services, software, or hardware-related concerns. You will troubleshoot basic to intermediate issues, document resolutions, and escalate more complex problems when necessary. Success in this role requires strong communication skills, problem-solving abilities, and comfort navigating multiple systems and tools.
What you get
- $18,000 MXN gross monthly salary
- Paid training
- Full law benefits
- 8% Savings Fund
- $1,000 MXN monthly food vouchers after 2 months
- Major Medical Insurance after 3 months
Responsibilities
- Provide first-level technical support to customers via ticketing systems, email, chat, and phone.
- Troubleshoot and resolve basic technical issues related to software, hardware, account access, and product functionality.-
- Document customer interactions, troubleshooting steps, and resolutions accurately within the ticketing platform.
- Escalate unresolved or complex technical issues to appropriate support teams while ensuring proper case documentation.
- Follow established troubleshooting procedures, workflows, and knowledge base articles.
- Maintain SLAs and meet performance metrics related to response and resolution times.
- Communicate technical information clearly and professionally to non-technical users.
- Stay up to date on product knowledge, system updates, and support processes.
- Demonstrate strong time management and prioritization skills while managing multiple support requests.
- Perform other duties and projects as assigned.
Knowledge & Experience
- At least 1 year of BPO, Help Desk, Technical Support, IT Support, or Customer Service experience.
- Strong verbal and written communication skills with the ability to explain technical concepts clearly.
- Basic understanding of computer systems, operating systems, internet connectivity, and common software applications.
- Experience working with ticketing systems, CRM platforms, or help desk tools is preferred.
- Excellent troubleshooting and analytical problem-solving skills.
- Ability to diagnose, research, and resolve technical issues efficiently.
- Strong organizational skills and attention to detail.
- Courteous, professional, and customer-focused attitude.
Skills Required
- At least 1 year of BPO, Help Desk, Technical Support, IT Support, or Customer Service experience.
- Strong verbal and written communication skills with the ability to explain technical concepts clearly.
- Basic understanding of computer systems, operating systems, internet connectivity, and common software applications.
- Excellent troubleshooting and analytical problem-solving skills; ability to diagnose, research, and resolve technical issues.
- Experience working with ticketing systems, CRM platforms, or help desk tools.
- Strong organizational skills and attention to detail.
- Courteous, professional, and customer-focused attitude.
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us. Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients. Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
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