Customer Support Representative (Chat, Email and Phone)

Description

Summary: Seeking a dynamic Customer Service Representative to provide top-tier support for a cutting-edge app, helping users navigate, answer inquiries, and ensure a seamless experience. Highlights: 1. Support a cutting-edge app designed for veterinarians 2. Become a product expert and guide users effectively 3. Maintain a positive, empathetic, and professional attitude **Company Description** Helpware partners with the world’s most innovative brands to enable faster and smarter business scaling. By combining AI\-enabled business process management (BPM) solutions with dedicated world\-class teams, we deliver measurable outcomes in customer experience, technology, and growth marketing. We focus on uniting the right people, processes, and technologies to seamlessly transform businesses. Our approach prioritizes sustainable and impactful results for our clients. Are you passionate about providing top\-tier support and helping others? We are looking for a dynamic **Customer Service Representative** to join our team and support a cutting\-edge app designed for veterinarians. In this role, you will be the go\-to expert helping users navigate the app, answering service inquiries, clarifying costs, and ensuring a seamless experience through calls, chats, and emails. What We Offer (Compensation \& Benefits) * **Base Salary:** $17,500 MXN per month (before taxes). * **Law Benefits (*****Prestaciones de Ley*****):** Fully included from day one. * **Paid Training:** 100% covered. * **Food Vouchers (*****Vales de Despensa*****):** $1,000 MXN monthly (starting after your 2nd active month). * **Savings Fund (*****Fondo de Ahorro*****):** 4%. * **Major Medical Insurance (*****Seguro de Gastos Médicos Mayores*****):** Provided after your 3rd month. Work Schedule \& Location * **Training Schedule:** Monday to Friday, 8:00 AM – 5:00 PM. * *Duration:* 6 weeks, on\-site at our offices. * **Operations Schedule:** Monday to Friday. * *Current Shift:* 10:00 AM – 7:00 PM. * *Daylight Saving Time Shift:* 9:00 AM – 6:00 PM. Key Responsibilities As a Customer Support Representative, you will: * **Become a Product Expert:** Master all specifics of the app's functioning to guide users. * **Omnichannel Support:** Provide first\-level support to customers via calls, email, and/or chat in a timely and professional manner. * **Issue Resolution:** Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps. * **Customer Care:** Maintain a positive, empathetic, and professional attitude toward customers at all times. * **Account Management:** Work on creating, updating, or adjusting customer accounts by documenting personal information. * **Collaboration:** Partner with colleagues and management on best practices and insights about any aspect of the job or its duties. * **Data Logging:** Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud\-based platforms. * **Reporting:** Process and prepare information for auditing and reporting purposes. * **Knowledge Management:** Update internal and customer\-facing knowledge bases. * **Feedback Loop:** Convert clients' feedback into feature requests for the development of the product. * **Escalation:** Escalate unresolved issues to Tier 2 support or relevant departments while maintaining ownership of the case until resolution. * **Technical Communication:** Effectively communicate technical information to non\-technical users. * **Continuous Learning:** Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps. * **Adaptability:** Handle calls, emails, chats, and other related tasks assigned by managers of the Clients and/or the company Ready to apply? If you have great communication skills, love tech, and want to grow your career with a fantastic benefits package, we want to hear from you! Apply today to start your journey with us. Job Types: Full\-time, Permanent Pay: $17,500\.00 per month Application Question(s): * Do you have technical support experience? If so, how many years/months? Experience: * Call Center : 2 years (Required) Language: * English (Required) Work Location: In person