[Remote] Customer Support Specialist
Note: The job is a remote job and is open to candidates in USA. HubSpot is an AI-powered customer platform that provides businesses with the tools they need to connect marketing, sales, and service. As a Customer Support Specialist, you will assist customers in resolving issues through various communication channels while utilizing your knowledge of HubSpot's software to provide effective solutions.
Responsibilities
- Partner with our customers and effectively resolve issues through chat, email, and phone
- Utilize comprehensive knowledge of HubSpot to diagnose software issues, engaging with our product, engineering, and customer success teams to solve more complex product issues
- Maintain ownership of cases from initial contact through resolution
- Identify opportunities for existing customers to upgrade their tools
- Discover, report, and monitor bugs and issues
- Work weekday shifts. Hours depending on location. There will be at least 6 weekend shifts per year in addition to your weekday shifts
- Overtime and holiday shifts are optional
Skills
- Demonstrate comfort in autonomous learning, troubleshooting and taking an investigative approach to fix a problem
- Possess technical aptitude and familiarity with SAAS concepts
- Are interested in building technical knowledge around APIs, HTML, & CSS
- Are acquainted with customer service and are passionate about the customer experience
- Motivated by customer-facing interaction
- A curiosity for technical deep-diving and troubleshooting
- Solid communication and writing skills
- Time management and organization
- A desire to learn and grow
- An interest in, or understanding of, basic Internet and information technology
- Familiarity with Google Suite, JIRA, Chrome developer tools, and others would be nice to have, but not necessary
Benefits
- Some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs)
- Some roles may also be eligible for overtime pay
Company Overview