Customer Support Specialist

Summary

Join HubSpot as a Customer Support Specialist and work directly with customers across all product lines and channels. You will resolve issues, build customer familiarity with HubSpot tools, and deliver a helpful and consultative support experience. Responsibilities include communicating with customers via phone, live chat, and email; applying troubleshooting frameworks; identifying and diagnosing software issues; utilizing internal resources; applying business acumen to identify growth opportunities; and collaborating with other HubSpot teams. The ideal candidate is fluent in English and Spanish, self-motivated, performance-oriented, and thrives in a dynamic environment. This role requires strong communication and writing skills, time management, and a desire to learn and grow. The position offers varied weekday shifts with optional weekend and holiday shifts.

Requirements

• Are fluent in English and Spanish
• Are self-motivated, always curious, and consistently eager to learn, with a growth mindset
• Are performance oriented and demonstrate a strong customer first mentality by providing high quality service to a consistent number of customers daily
• Thrive in a dynamic and collaborative environment and are comfortable with change, ambiguity, working autonomously and using good judgment to make decisions that solve for the customer
• Are seeking to receive regular feedback and coaching to help you develop competencies relevant to make you successful in the role
• Are able to understand and utilize documented knowledge, as well as utilize current and emerging technologies to provide best in class support
• Are motivated by building technical skills, and acquiring in-depth knowledge about our product and related technical concepts
• Embody our HEART values and add to our company culture
• Work varied weekday shifts from 7:00 am to 8:00pm Colombian time, with possible weekends shifts. Overtime and holiday shifts are optional, and shift subject to change based on business need

Responsibilities

• Communicate with customers via phone, live chat, and e-mail, to effectively resolve issues, adapting to fluctuations in the volume of incoming inquiries
• Apply troubleshooting frameworks to test, recreate, and investigate technical queries to remove barriers and help customers get back on track as quickly as possible
• Identify and diagnose software issues to fix and improve the product experience for our customers
• Utilize the full potential of internal resources and tools to learn and adapt to a growing product and a fast-changing industry
• Apply business acumen in customer interactions to proactively identify opportunities to grow their business, through the usage of our software, and convert those opportunities into leads for Sales
• Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, working with customers with their overall Hubspot experience in mind that grow their businesses better
• Collaborate within HubSpot (with teams such as Customer Success and Product) to retain and grow customers on our platform
• Be a role model and a trusted advisor by showcasing HubSpot values and a customer centric approach in every customer interaction

Preferred Qualifications

• 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!