**About Us** Helpware is a technology\-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, 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. **Position Overview:** As a Customer Support Representative, You will interact with customers to provide information in response to inquiries about products and services. Handle and resolve complaints as needed. **Primary Responsibilities:** * Confer with customers by telephone or by email to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. * Check to ensure that appropriate changes were made to resolve customers' problems. * Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. * Resolve customers' service or billing complaints by performing activities such as exchanging products or services, refunding money, or adjusting bills. * Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. * Refer unresolved customer grievances to designated departments for further investigation. * Determine charges for services requested, collect deposits or payments, or arrange for billing. * Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. * Order tests that could determine the causes of product malfunctions. * Obtain and examine all relevant information to assess validity of complaints and to determine possible causes. * Review claims adjustments with appropriate departments, examining parts claimed to be defective, and approving or disapproving claims. * Review insurance policy terms to determine whether a particular loss is covered by insurance. * Compare disputed products or services with original requisitions and information from invoices and prepare invoices for returned products or services. * Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. * Maintain Service contracts by scheduling service appointments with customers. * Schedule and coordinate all service/emergency calls as calls are received. * Respond to all messages left overnight. * **Maintain service contracts by scheduling service appointments with customer.** * Schedule and coordinate all service/emergency calls. * Respond to all messages left overnight. * Other duties as assigned. **Qualifications:** * 6 plus months of experience in customer service\-related field. * Microsoft Office skills * Communication, Written \- Ability to communicate in writing clearly and concisely. * Communication, Oral \- Ability to communicate effectively with others using the spoken word. * Accountability \- Ability to accept responsibility and account for his/her actions. * Customer Oriented \- Ability to take care of the customers’ needs while following company procedures. * Working Under Pressure \- Ability to complete assigned tasks under stressful situations. * Problem Solving \- Ability to find a solution for or to deal proactively with work\-related problems. * Detail Oriented \- Ability to pay attention to the minute details of a project or task. * Active Listening \- Ability to actively attend to, convey, and understand the comments and questions of others. * Sales Ability \- Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea. * Organized \- Possessing the trait of being organized or following a systematic method of performing a task. * Friendly \- Ability to exhibit a cheerful demeanor toward others. * Honesty / Integrity \- Ability to be truthful and be seen as credible in the workplace. * Assertiveness \- Ability to act in a self\-confident manner to facilitate completion of a work assignment or to defend a position or idea. * Accuracy \- Ability to perform work accurately and thoroughly. * No schedule restrictions **Capacitación es de lunes a viernes 7:00 am – 4:00 pm y son 3 semanas. (Entrenamiento presencial en oficina)** **El horario en que abre la campaña para part\-time (horario de operaciones) es de Domingo a Viernes 6:30 am a 11:00 am EST (Actualmente 5:30am a 10 am en hora de México pero cuando más adelante llegue el Daylight saving se recorrería 1hr más temprano). En este window de atención se agendarían tus 20 hrs semanales son 5 días a la semana de 4 hrs de trabajo, (15 min de break pagado) y tienes 2 días libres.** **Operaciones desde casa, siempre que mantengas un buen desempeño, conexión estable a internet y residas dentro del área metropolitana de Guadalajara.** **(En caso de bajo desempeño, problemas de conexión o solicitud del cliente o helpware, podría requerirse regresar al sitio.)** **Nuestra oferta salarial de 9,600MXN mensuales antes de impuestos, adicional al sueldo base, ofrecemos todas las prestaciones de ley, capacitación pagada y $1,000 mensuales en vales de despensa.** Tipo de puesto: Medio tiempo, Por tiempo indeterminado Sueldo: $9,600\.00 al mes Horas previstas: de 6 a 11 por semana Beneficios: * Descuentos y precios preferenciales * Programa de referidos * Trabajo desde casa * Vales de despensa Idioma: * Inglés (Obligatorio) Lugar de trabajo: remoto híbrido en Vallarta Universidad, 45110 Zapopan, Jal.