Support Specialist

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

📋 Description

• Manage incoming customer inquiries through email, chat, and calls (Google Meet & Zoom), ensuring prompt and precise responses to resolve issues and address concerns.

• Identify and troubleshoot a diverse array of technical problems related to Hiver.

• Offer clear and succinct solutions to customers in a courteous and professional manner.

• Record support interactions for future reference and knowledge sharing.

• Actively engage with customers to fulfill their needs and provide guidance on product features and usage.

• Keep informed about the latest product features and functionalities.

• Actively seek out opportunities for enhancement within the support process.

• Collaborate with cross-functional teams to escalate and resolve complex issues, focusing on customer satisfaction and retention.

• Leverage your expertise to identify opportunities for process improvements and assist in the development of support resources and documentation.

• Conduct touchpoint studies and business case analyses to pinpoint gaps in the service journey and develop improvement strategies.

• Timeliness and accuracy are essential pillars of our support team.

⛳️ Requirements

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

• Strong communication abilities, both written and verbal, with the capacity to articulate technical information clearly and succinctly.

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

• Excellent problem-solving and analytical capabilities.

• Ability to diagnose technical issues and provide timely solutions.

• Experience with SaaS products is preferred.

• High attention to detail and strong time management skills.

• Capability to work independently while also collaborating effectively with team members.

• A commitment to providing excellent customer service.

• An interest in thriving within a fast-growing and dynamic environment.

🏝️ Benefits

• 24/7 support team

• Flexibility in work hours, including evenings and weekends

• Two days off each week