Customer Support Representative (TU)

Job Overview

TextUs is on a mission to revolutionize business communication by enabling seamless and impactful engagement between workers and consumers. With a focus on innovation, ease of use, and measurable results, our strategy is rooted in creating tools that outperform other messaging solutions while fostering trust and value for our customers and stakeholders.

Responsibilities

• Customer Support and Problem Resolution: troubleshoot technical issues and reproduce customer problems for QA.
• Provide actionable recommendations and solutions via chat, email, phone, and screen sharing.
• Communicate customer issues internally to prioritize and enhance the customer experience with clarity, empathy, and precision.
• Follow appropriate escalation paths.
• Ensure Customer Satisfaction: engage with customers to ensure satisfaction with TextUs products and services, demonstrating product expertise and providing guidance on usage.
• Manage multiple customer conversations in Salesforce Service Cloud while maintaining a high level of service across all interactions.
• Monitor and maintain key performance indicators, including CSAT score, timely responses, number of escalations to account manager, and average responses per case closed.
• Feedback Collection and Product Knowledge: maintain expertise in 10DLC, stay up-to-date on company products and services; gather and share customer feedback with relevant teams; identify and report bugs and provide input for help center articles.
• Log comprehensive tickets in Jira, tagging with root cause, product feature, and organization details.
• Collaboration with Teams: provide actionable feedback to improve processes across teams; escort customer issues to appropriate teams (AM/Sales/Billing/Engineering); work with product and engineering to report feature requests and resolve technical issues.
• Documentation and Policy Adherence: maintain accurate documentation in Salesforce Service Cloud to track customer interactions and ensure process improvements; ensure compliance with company policies, procedures, and service-level agreements.

Requirements

• Live in Guadalajara's Metropolitan zone.

Customer Experience Acumen

• Positive and energetic attitude with exceptional customer service skills.
• Passion and curiosity about technical products and SaaS.
• Exemplifies a team mentality.

Attention to Detail

• Strong attention to detail with a sense of urgency.
• Ability to prioritize issues and resolve them in order.
• Exceptional written and verbal communication skills.

Product Fluency

• Strong ability to understand information from documentation.
• Technical aptitude and ability to learn platforms.
• Experience within a ticketing environment (ServiceCloud, ZenDesk, JIRA).
• Experience with CRM or Support Desk software is a bonus.

Accountability

• Asks for feedback and strives for continuous improvement.
• Experience maintaining accurate documentation.
• Proficiency in complex problem-solving.

Communication

• Exceptional written and verbal communication skills.
• Ability to prioritize issues and resolve them in order.