About Us

Helpware 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 concerns
• Process content updates as requested by the customer
• Collaborate with other departments when required for ticket resolution
• Uphold established processes, policies, and SLAs for customer support
• Ensure policy alignment with internal stakeholders
• Flag improvements or inconsistencies in support processes

Qualifications:

• 1-2 years of professional experience
• Advanced English skills (primarily written)
• Experience within the B2B industry

Ideal Candidate Would Have:

• Familiarity working within a CMS (Word Press, Drupal, etc)
• Familiarity working within a CRM (Salesforce, Hub Spot, etc)

Skills:

• Ability to follow instructions clearly
• Communicate with concision and clarity
• Interact with a friendly and professional tone over email
• Ability to tactfully mitigate and seek resolutions with dissatisfied clients
• Meticulous attention to detail
• Problem-solving mindset with curiosity to find collaborative solutions
• Time management and organizational skills
• Openness and adaptability to change
• Willingness to learn and develop new skills to meet evolving demands
• Ability to receive & implement feedback on both work & performance