Support Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Address incoming customer inquiries through email, chat, and calls utilizing Google Meet and Zoom.

• Diagnose and resolve technical issues pertaining to Hiver.

• Offer clear, concise, friendly, and professional solutions.

• Record support interactions for future reference and knowledge sharing.

• Engage proactively with customers, guiding them on product features and usage.

• Keep current on product features and functionalities.

• Identify opportunities for enhancement within the support process.

• Collaborate with cross-functional teams to escalate and address complex issues.

• Contribute to the development of support resources and documentation.

• Conduct touchpoint studies and business case analyses to identify service-journey gaps and develop improvement strategies.

• Provide timely and accurate support.

⛳️ Requirements

• At least 2 years of experience in technical customer support, focusing on email, chat, and call (Google Meet & Zoom) channels.

• Strong written and verbal communication abilities.

• Demonstrated history of delivering outstanding customer service and surpassing performance goals.

• Excellent problem-solving and analytical capabilities.

• Ability to troubleshoot technical issues and deliver solutions promptly.

• Experience with SaaS products is preferred.

• High attention to detail and exceptional time management skills.

• Capability to work independently as well as collaborate effectively with team members.

• Enthusiasm for providing excellent customer service.

• Interest in thriving in a fast-paced and dynamic environment.

• Flexibility to work evenings and weekends, primarily within US time zones.

• Must be available to work in a 24/7 support environment.

🏝️ Benefits

• Work remotely from home.

• Enjoy two days off each week.

• Participate in a 24/7 support team schedule with flexible work hours, including evenings and weekends.