Support Specialist
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Job Description
Support Specialist delivering technical customer support for Hiver’s AI-driven customer service platform. Resolving customer issues across email, chat, and calls within a 24/7 support operation.
Responsibilities:
- Handle inbound customer inquiries via email, chat, and calls using Google Meet and Zoom
- Diagnose and troubleshoot technical issues related to Hiver
- Provide clear, concise, friendly, and professional solutions
- Document support interactions for future reference and knowledge sharing
- Proactively engage with customers and guide them on product features and usage
- Stay up-to-date on product features and functionalities
- Identify areas for improvement within the support process
- Collaborate with cross-functional teams to escalate and resolve complex issues
- Contribute to support resources and documentation
- Perform touchpoint studies and business case analysis to identify service-journey gaps and formulate improvement strategies
- Deliver on-time and accurate support
Requirements:
- Minimum of 2 years of experience in Technical customer support, with a focus on email, chat & call (Google Meet & Zoom) channels
- Strong written and verbal communication skills
- Proven track record of delivering exceptional customer service and exceeding performance targets
- Excellent problem-solving and analytical skills
- Ability to troubleshoot technical issues and provide solutions in a timely manner
- Experience working with SaaS products is preferred
- Strong attention to detail and excellent time management skills
- Ability to work independently and collaborate effectively with team members
- Passion for providing excellent customer service
- Interest in working in a fast-growth and dynamic environment
- Flexibility to work evenings and weekends within primarily US time zones
- Must be able to work in a 24/7 support environment
Benefits:
- Remote work from home
- Two days off each week
- 24/7 support team schedule with flexibility in work hours, including evenings and weekends
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