Support Specialist

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

📋 Description

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

• Analyze and troubleshoot technical problems related to Hiver.

• Deliver clear, concise, friendly, and professional solutions to customers.

• Record support interactions for future reference and knowledge sharing.

• Engage proactively with customers, offering product guidance and addressing their needs.

• Stay updated on product features and functionalities.

• Identify areas for improvement within the support process.

• Work collaboratively with cross-functional teams to escalate and resolve complex issues.

• Contribute to the development of support resources and documentation.

• Conduct touchpoint studies and business case analysis to uncover gaps in the service journey.

• Develop strategies for enhancing customer support.

• Ensure timely and accurate support operations.

⛳️ Requirements

• At least 3 years of experience in technical customer support.

• Proven experience in supporting customers via email, chat, and calls using Google Meet and Zoom.

• Excellent written and verbal communication abilities.

• Demonstrated history of exceptional customer service and surpassing performance targets.

• Strong analytical and problem-solving capabilities.

• Competence in troubleshooting technical issues and delivering timely solutions.

• Preferred experience with SaaS products.

• High attention to detail and outstanding time management skills.

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

• A passion for delivering excellent customer service.

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

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

🏝️ Benefits

• Fully remote work from home.

• Two days off each week.

• Flexible working hours, including evenings and weekends.

• Opportunity to be part of a 24/7 support team.

• Significant ownership of work and the chance to contribute to impactful projects.