Customer Support Specialist

Summary

Join HubSpot as a Customer Support Specialist and provide exceptional support to customers across various product lines and channels. You will resolve issues, build customer familiarity with HubSpot tools, and deliver a consultative support experience. This role requires advanced Portuguese fluency, along with English and Spanish proficiency. You will communicate with customers via phone, live chat, and email, applying troubleshooting frameworks and utilizing internal resources. The position offers the flexibility of remote work from anywhere in Colombia with a stable internet connection and opportunities for professional growth and development within a dynamic and collaborative environment.

Requirements

• Be fluent in Portuguese, English & Spanish - ADVANCED PORTUGUESE FLUENCY IS ABSOLUTELY REQUIRED as you will be supporting Portuguese-speaking customers in this position
• Be self-motivated, always curious, and consistently eager to learn, with a growth mindset
• Be 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 be comfortable with change, ambiguity, working autonomously and using good judgment to make decisions that solve for the customer
• Be seeking to receive regular feedback and coaching to help you develop competencies relevant to make you successful in the role
• Be able to understand and utilize documented knowledge, as well as utilize current and emerging technologies to provide best in class support
• Be 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 weekday shifts from anywhere between 7:00 am to 8:00pm Colombian time, with possible weekends shifts. Overtime and holiday shifts are optional, and shifts 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

Familiarity with Google Suite, JIRA, Chrome developer tools, and others

Benefits

• Remote work
• Flexible hours
• Professional development opportunities