Support Engineer

🔥 0 minutes ago

🌐 Mexico, Brazil – Remote

🇲🇽 Mexico – Remote 🇧🇷 Brazil – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 10%

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Helpware

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

📦 Logistics

📣 Marketing

💼 Consulting

💰 Seed Round on 2016-01

Logistics • Marketing • Consulting

Helpware is a digitally enabled People as a Services Outsourcer dedicated to enhancing customer experiences for high-growth, market-disrupting, and technology companies. They specialize in providing a wide array of services such as digital customer experience, content control and verification, AI-driven customer service, back-office support, and data labeling. Helpware also assists in areas like digital marketing support, cybersecurity, and software development. Operating globally, they offer culturally aligned and scalable team solutions across multiple countries. Helpware aims to drive brand loyalty and efficiency for its clients by providing human task services integrated with technology solutions.

📋 Description

• Perform first-level technical support services for technology-based commercial services and customer-facing solutions • Respond directly to customers' support queries • Understand customer needs and recommend appropriate solutions or capabilities • Assess symptoms thoroughly to establish root causes of incidents • Guide customers through problem resolution and functional training • Ensure service follows Service Desk Operating Procedures and Service Level Agreements • Act as a customer advocate and own inbound requests through resolution • Manage and resolve customer inbound requests within established service levels • Monitor, balance, and help resolve functional escalations from agents in partner locations • Participate in the client's Customer Community • Develop subject matter expertise in customer-facing applications and internal service desk tools and technologies • Escalate appropriate requests to advanced functions within the service model • Provide after-hours support for priority incidents as needed

🎯 Requirements

• Two-year degree in a technical curriculum preferred • 1+ years of experience with technical support or equivalent is required • 1+ years of experience in a call center environment or equivalent is required • Excellent analytical and interpersonal skills • Exceptional oral and written communication skills • Solid teamwork qualities and ability to work effectively in a matrix environment • Excellent technology problem-solving skills • Experience with XML and Web Services solutions is a plus • Experience with databases, SQL, JavaScript, and HTML/CSS is a plus • Working knowledge of AS2

🏖️ Benefits

• Comprehensive company-paid medical insurance • Mental health programs • 5 undocumented sick-leave days per year • Regular internal meetups, conferences, and workshops • Udemy license • Language courses • Company-paid certifications • 20 working-days paid vacation • Local bank holidays • 100% remote work mode • Internal Mobility Program • Global projects with international and fast-growing clients • Regular team-building events • Friendly team, open-door policy, and informal atmosphere

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