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AI Summary
Handle inbound customer inquiries via email, chat, and video calls to resolve technical issues related to the Hiver platform. Collaborate with cross-functional teams to escalate complex problems and contribute to the development of support documentation.
Support Specialist
Department: Customer Support
Employment Type: Full Time
Location: Remote - India
Reporting To: Shankar Shrinivasan
Description
About us:
Hiver is a modern, AI-driven customer service platform used by companies across healthcare, finance, logistics, education, and technology. We help teams deliver fast, human support across email, chat, phone, WhatsApp, and more — without the complexity of legacy helpdesks.
We’re a challenger brand in a category dominated by over-engineered tools. We build software that is simple, powerful, and genuinely helpful, and we operate internally with that same philosophy. If you want meaningful ownership, thoughtful teammates, and work that ships, Hiver is a great place to do it.
Opportunity:
We are seeking an experienced Support Specialist to join our team, focusing on providing exceptional support to our customers via email and chat channels. You will become part of the Hiver support team, which is known for delivering best-in-class support and has a G2 rating of 9.3 for quality of support. The ideal candidate will possess a strong background in Technical support, with a minimum of 3-4 years of experience in email, chat & call(Zoom or Google meet) support. We need someone who is dedicated to delivering outstanding service, adept at problem-solving, and capable of managing customers' technical inquiries.
Note: This is a remote position, allowing you to work from the comfort of your home. You'll be joining a 24/7 support team, primarily operating within US time zones. Flexibility in your work hours, including evenings and weekends, is crucial to meet customer needs efficiently. You'll enjoy two days off each week, which may not always coincide with weekends.
Key Responsibilities
What you will do?
- Handle inbound customer inquiries via email, chat, and call (Google Meet & Zoom), ensuring timely and accurate responses to resolve issues and address concerns.
- Diagnose and troubleshoot a wide range of technical issues related to Hiver.
- Provide clear and concise solutions to customers in a friendly and professional manner.
- Document support interactions for future reference and knowledge sharing.
- Proactively engage with customers to meet their needs and offer guidance on product features and usage.
- Stay up-to-date on the latest product features and functionalities.
- Proactively identify areas for improvement within the support process.
- Collaborate with cross-functional teams to escalate and resolve complex issues, aiming for customer satisfaction and retention.
- Utilize your expertise to pinpoint opportunities for process enhancements and contribute to the development of support resources and documentation.
- Perform touchpoint studies and business case analysis to identify gaps in the service journey and formulate improvement strategies.
- On-time and accuracy are fundamental pillars of our support team.
Key Requirements
What are we looking for?
- Minimum of 2 years of experience in Technical customer support, with a focus on email, chat & call (Google Meet & Zoom) channels.
- Strong communication skills, both written and verbal, with the ability to convey technical information clearly and concisely
- 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
- A passion for providing excellent customer service.
- An Interest in working in a fast-growth and dynamic environment.
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