[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 helps businesses grow by connecting marketing, sales, and service. As a Customer Support Specialist, you will assist customers by providing tailored solutions and resolving issues through various communication channels, while also engaging with internal teams to address complex problems.

Responsibilities

• Partner with our customers and effectively resolve issues through chat, email, and phone. We use our own tools for troubleshooting and communicating with the customer
• Build your resilience, composure, and flexibility as customer needs evolve and ticket volume changes
• 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
• Find yourself immersed in a growth culture that includes programmatic training and ongoing, on-the-job learning
• 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

• Equity plan to receive restricted stock units (RSUs)
• Overtime pay

Company Overview