Support Specialist

• Handle inbound customer inquiries via email, chat, and calls through Google Meet and Zoom
• Diagnose and troubleshoot technical issues related to Hiver
• Provide clear, concise, friendly, and professional customer solutions
• Document support interactions for future reference and knowledge sharing
• Proactively engage customers, provide product guidance, and address their needs
• Stay current on product features and functionalities
• Identify improvements to 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
• Formulate customer support improvement strategies
• Maintain on-time and accurate support operations

• Minimum of 3 years of experience in technical customer support
• Experience supporting customers through email, chat, and calls via Google Meet and Zoom
• Strong written and verbal communication skills
• Proven track record of exceptional customer service and exceeding performance targets
• Excellent problem-solving and analytical skills
• Ability to troubleshoot technical issues and provide timely solutions
• 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-growing and dynamic environment
• Flexibility to work evenings and weekends within primarily US time zones

• Fully remote work from home
• Two days off each week
• Flexible work hours, including evenings and weekends
• Opportunity to work in a 24/7 support team
• Meaningful ownership and work that ships