Job description
This role is with HubSpot. HubSpot uses RippleMatch to find top talent.
As a Customer Support Specialist, you will provide a helping hand to our Customers who are growing their business with HubSpot by communicating thoughtful, customized solutions that solve roadblocks in customer growth. The Customer Support team delivers a human and consultative experience through creative, technical problem-solving, and a thorough knowledge of how the HubSpot software works.
In this role, you will:
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 from 8:00 am to 5:00 pm PST with an hour built for professional self-development in your day. There will be up to 6 weekend shifts per year in addition to your weekday shifts. Overtime and holiday shifts are optional.
We are looking for people who:
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
What onboarding/this job looks like:
First 5 days: Get to know HubSpot as a company, working environment, and tool. Set up your accounts and learn all about your new workplace:
30 days: Learn the ins and outs of how the support team operates. Take practice and real customer cases, and sharpen the point on your troubleshooting. Get to know your teammates and team leads.
90 days: Deepen your expertise and learn about our various channels of communication.
180 days and beyond: You’re ready to fly on your own. You still have plenty of support but your independence will be shining.
Skills and Experience:
Motivated by customer-facing interaction. You have a chance to talk to people who are very excited about working with HubSpot tools, and it can be very rewarding to team up with them.
A curiosity for technical deep-diving and troubleshooting. We don’t always have the answers right away, so you need to enjoy discovering them!
Solid communication and writing skills. We need to be quick, clear, concise, and friendly. We want to get our customers back to work in a jiffy, and have a good time doing it.
Time management and organization. There are lots of moving parts and it is important to pay attention to the right ones at the right time.
A desire to learn and grow. Constant change and growth are the only thing you can count on in this industry. This is exciting if you are open to it.
An interest in, or understanding of, basic Internet and information technology. You don’t need to be a master of coding web applications, but the more you understand, the simpler it will be to determine outcomes for our customers. You’ll be using online tools all day long, so familiarity with Google Suite, JIRA, Chrome developer tools, and others would be nice to have, but not necessary. We’ll teach you all you need to know!
