Customer Support Specialist

Summary

Join HubSpot's Customer Support team as a Customer Support Specialist and help customers grow their businesses using HubSpot software. You will resolve customer issues through various communication channels, utilize your knowledge of HubSpot to diagnose software problems, and maintain ownership of cases until resolution. The role involves building resilience and flexibility to adapt to changing customer needs and ticket volume. You will also identify opportunities for customer upgrades and report bugs. The position offers a growth culture with ongoing training and development, and a structured onboarding program. Work shifts are weekdays from 8:00 am to 5:00 pm PST, with an hour for self-development, and up to 6 weekend shifts per year.

Requirements

• 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

Responsibilities

• Partner with our customers and effectively resolve issues through chat, email, and phone
• 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

Benefits

• 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