Helpware

• Support coordination of company equipment deliveries and returns • Communicate with logistics providers • Create shipments and track inventory and equipment movements • Assist with purchase requests, order tracking, and communication with vendors • Manage basic requests in corporate tools (Email, Microsoft Teams) • Update internal trackers and send company-wide communications using templates • Maintain regular reports (Birthday, Anniversary, Probation, etc.) • Perform data entry and ensure accuracy and consistency in internal systems • Support internal communications and track employee participation in gift programs • Update internal databases, maintain records, and ensure all documentation is accurate • Assist HR in tracking employee participation and monitoring progress • Provide day-to-day administrative support including data entry and reporting • Support coordination of branded merchandise and related activities

Role Description Accomplishes all of the roles and responsibilities of a Team Leader. Acts as the default Operations leader during the absence of the Operations Manager around the attainment of client KPI, goals and targets. Handles complex and specialized functions and/or teams. Prime program initiatives to drive performance. Regularly interfaces with clients and client representatives on activities and initiatives aimed at increasing performance and resolution of customer issues and client concerns. Primary Responsibilities - Accomplishes all of the roles and responsibilities of a Team Leader, including but not limited to, leading and managing a team of CSR's in the optimal execution of call center operations activities ensuring that each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis. Conducts Performance Management activities, supports CSR's/TSR's on their calls, handles escalations, prepares reports and works with other team members for team and program initiatives. - Act as operations prime in the absence of Operations Managers related to management of day-to-day operations, including but not limited to, stakeholder management to facilitate issue resolution and making certain that client KPIs, goals, and targets are met. - Act as a liaison for both internal and external groups for program initiatives. Help create, launch and drive critical account initiatives and programs. - Be a mentor to other Team Leaders; Act as a catalyst for Peer-to-Peer Development. - Support complex and/or multiple products/LOB's/queues and/or manage and/or support resolution/escalation/coach teams and other specialized functions. - Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition. Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and/or spikes in call volumes. - Ensures that all Company and/or Client updates are cascaded to all individuals in the program by conducting regular meetings with Team Leads. Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality. - Liaisons with Top Management and the Client regarding the program's performance. Analyzes the necessary information (i.e. top and bottom performing teams/agents) and translates this to tangible and relevant data on program performance. - Facilitate on-boarding of new team members including Operations Orientation. Qualifications - 1-2 years call center experience as a team leader or at least six months (6) experience within TIP as a Team Leader, specializing in Customer Care and/or Marketing and Sales and/or Technical support operations. - Working knowledge of call center operations and organization required. - Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications, etc…) preferred. - Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software/systems (i.e. CMS/IEX, NICE, VERINT, etc.). - Supervisory and people-management skills. - Project management skills. - Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence; planning, organizing and coordination skills; Adaptive to changing work schedules and working hours. - Active listening skills. - Operates with minimal supervision. - Customer orientation. - Time Management and Multitasking skills. Detail-oriented, Analytical, Problem-Solving and Decision-Making skills. - Presentation Skills.

Role Description - Customer Support Representatives will do the following: - Become an expert on the product, knowing all the specifics of its functioning. - Provide first-level support to customers via email and/or chat in a timely and professional manner. - Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps. - Maintain a positive, empathetic, and professional attitude toward customers at all times. - Work on creating, updating, or adjusting customer accounts by documenting personal information. - Collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties. - Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud-based platforms. - Process and prepare information for auditing and reporting purposes. - Update internal and customer-facing knowledge bases. - Convert clients' feedback into feature requests for the development of the product. - Escalate unresolved issues to Tier 2 support or relevant departments while maintaining ownership of the case until resolution. - Effectively communicate technical information to non-technical users. - Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps. - Other related tasks assigned by managers of the Clients. - They will handle calls. Qualifications - B2 English - Call center experience

• Soporte de atención al cliente por correo electrónico de primera línea: contacto directo con el usuario final. • Apoyar las consultas de los clientes con un enfoque empático. • Teléfono: recibir consultas telefónicas de clientes a nivel internacional. Asegurar que las necesidades del cliente sean satisfechas a través de un servicio de alta calidad y pensamiento lógico. • Correo electrónico: uso de un sistema interno de tickets para organizar y responder a las consultas entrantes de los clientes por correo electrónico. • Investigar posibles problemas y escalarlos utilizando detalles claros y precisos. • Cumplir con los acuerdos de nivel de servicio (SLAs) de la empresa y del cliente para alcanzar los niveles de servicio contratados. • Colaborar con todos los departamentos principales de la empresa para ayudar a tus clientes a obtener la atención que necesitan.

• Respond to inquiries and provide information in German and English • Manage requests for labeling and trademark use • Collaborate with internal teams for best experiences • Provide feedback for continuous improvement • Handle escalation process

• Support the employee lifecycle: onboarding, probation tracking, performance reviews, and offboarding • Maintain HR documentation and employee data accuracy • Assist with implementation and improvement of HR processes and policies • Provide first-level support to employees on HR-related questions • Support managers in team engagement, performance tracking, and employee experience • Help coordinate performance and feedback cycles • Collect and analyze basic HR data (surveys, engagement metrics) • Support internal communications, including announcements, content creation, and maintaining internal channels • Assist with employee engagement initiatives, including events, presentations, and experience & recognition programs

• Create motion creatives for social media and advertising, including reels, stories, short loops, animated posts, and kinetic typography • Produce multiple variations for A/B testing (hooks, CTAs, formats, color schemes, and copy) • Adapt static designs into motion while maintaining brand consistency and visual identity • Develop and maintain a motion design system, including animation templates, libraries, and export presets • Use AI tools to accelerate production and generate variations within brand guidelines

• Define and maintain Helpware's brand voice across all content channels, ensuring consistency in tone, style, and messaging. • Build and own a comprehensive content style guide that serves as the single source of truth for all written communications. • Edit, proofread, and refine content produced across the team — upholding clarity, grammatical accuracy, and brand alignment. • Partner closely with marketing, sales, and product teams to craft narratives that resonate with target audiences and drive measurable action. • Actively contribute to brainstorming sessions and campaign planning, aligning content output with broader marketing goals. • Oversee the content calendar across all channels — website, social media, email, and blog — ensuring timely and well-coordinated publishing. • Apply SEO best practices to improve organic visibility and increase content-driven engagement and conversions. • Analyze content performance metrics regularly, drawing actionable insights to continuously improve strategy and execution. • Monitor industry trends, competitor activity, and audience behavior to keep Helpware's content strategy sharp and relevant. • Experiment with new content formats and ideas, positioning Helpware as a forward-thinking voice in the BPO space. • Use AI writing tools as a core part of the content workflow — for ideation, drafting, repurposing, and scaling output without compromising quality. • Write, iterate, and maintain effective prompts for LLM-based content generation, ensuring outputs consistently reflect Helpware's brand voice and standards. • Stay current with developments in generative AI and emerging content tools, proactively identifying opportunities to improve team efficiency and content quality. • Review and fact-check all AI-assisted content before publication, maintaining full editorial accountability for accuracy, originality, and brand fit.

Role Description - Provide technical support for PCs, Windows operating systems, and Apple mobile devices. - Diagnose and resolve hardware, software, and fundamental network issues remotely. - Document and manage support requests through the FreshService ITSM/ticketing platform. - Maintain clear and effective communication with users to facilitate prompt and efficient resolutions. - Provide level one triage for VDI users. - Escalate complex incidents to senior technicians as required. - Adhere to company policies concerning security and confidentiality. - Address printing concerns, both local and network based. - Utilize Zoho Assist for secure remote access and support of user computers. - Troubleshoot audio and video issues encountered during video conferencing sessions. - Administer new user onboarding processes by appropriately adding accounts to relevant systems, including Active Directory, Microsoft 365, MoversSuite, Vonage, Dynamics 365, and HubSpot. - Oversee user deactivation procedures by removing accounts from these platforms as necessary. - Provide ongoing support for Microsoft 365 and on-premises Active Directory environments. - Create and manage distribution groups within Office 365. - Add and remove user accounts in Vonage. - Resolve issues related to the Vonage application. - Manage user accounts within the Mainframe system, including additions and removals. - Troubleshoot Barracuda VPN installation and connection challenges. - Perform password resets in the Mainframe system. - Monitor system health and performance using Data Dog. - Release emails and manage permitted senders through Mimecast. - Address and resolve OneDrive-related issues. - Deliver support and training for Microsoft applications. Qualifications - Demonstrates exceptional organizational, time-management, and follow-up abilities. - Maintains confidentiality and addresses sensitive requests with the utmost professionalism. - Exhibits outstanding proficiency in both written and verbal communication. - Possesses strong interpersonal skills, supporting employees at all organizational levels. - Operates independently and excels in dynamic, remote work environments. - Has prior experience providing support for PC hardware, Windows 10/11, and Apple iOS devices. - Understands basic networking concepts and is adept at troubleshooting issues. - Experienced in Microsoft 365 applications, including Exchange Online, Teams, and OneDrive. - Familiar with Azure Virtual Desktop Infrastructure (VDI) environment. - Capable of creating and managing distribution groups within Office 365. - Familiar with on-premises Active Directory, particularly user and group management. - Knowledgeable in ITIL principles and IT Service Management (ITSM) frameworks. - Previously supported executive-level personnel.

Role Description This isn't just answering calls—you're the voice people remember. As a Customer Service Representative, you're the first point of contact and the problem-solver customers rely on. You turn questions into answers, issues into solutions, and frustrating moments into positive experiences. You don't just respond—you take ownership and make things right. - Support customers via phone and email with clarity, confidence, and professionalism - Resolve inquiries related to products, services, billing, and accounts - Take full ownership of complaints—investigate, solve, and follow through - Process orders, cancellations, refunds, and service adjustments - Accurately document customer interactions and actions taken - Coordinate with internal teams to resolve complex issues - Schedule service appointments and manage emergency requests - Follow up with customers on updates, resolutions, or next steps - Identify patterns and suggest improvements to prevent future issues - Stay organized while handling multiple tasks in a fast-paced environment Qualifications - 6+ months of customer service experience (you know the basics—we'll help you level up) - Strong communication skills—clear, professional, and human (written and verbal) - You stay calm under pressure and handle challenges with confidence - Detail-oriented and organized—you don't let things slip through the cracks - A natural problem-solver who takes initiative - Tech-comfortable, especially with Microsoft Office tools - Friendly, assertive, and customer-focused—you know how to balance empathy with action - High accountability—you own your work and follow through - Full schedule availability (flexibility is key) Benefits - $16,000 MXN monthly gross salary (before taxes) - Law benefits - Paid training - Savings fund (8% of monthly gross salary) - Food vouchers $1,000 MXN (after 2 months) - Major medical insurance (after 3 months)