Harvest Expert

Summary

Join Harvest, an industry-leading software company, as a Harvest Expert and provide exceptional customer support. You will become a product expert, answering customer questions via email and phone, troubleshooting issues, and collaborating with other teams. This role requires at least two years of relevant experience and strong communication and problem-solving skills. Harvest offers a competitive salary of $70,500, comprehensive benefits including health insurance, paid time off, and a 401k match, and opportunities for professional development. The work schedule is Sunday-Thursday, with flexibility after the initial 12-week training period. The ideal candidate is curious, adaptable, and committed to providing excellent customer service.

Requirements

• Have at least two years of relevant job experience
• Be service-oriented and a patient problem-solver—see yourself and the customer as being on the same team, be committed to getting them to a solution, and be motivated by how to improve their experience of both our products and our support
• Have a communication style that reflects your kind and supportive nature. Listening, talking, and working with people makes you happy
• Have strong reading comprehension and flawless writing skills
• Not mind doing the same thing most days, but also be adaptable and comfortable with change. Trying new approaches, jumping into a project, and taking risks doesn’t scare you
• Be able to de-escalate a tense situation with ease and grace—working through a tough issue or bug with an upset customer not only doesn’t scare you, it’s a challenge you’re eager to take on
• Have predictable work and productivity. Be punctual with your shifts, your assignments, your deliverables, and the timeliness in which you help customers
• Be curious and perceptive—no detail goes unnoticed. Help not only customers but also your teammates in identifying, tracking, and analyzing trends that help improve the overall productivity and quality of the team
• Be a hard worker who’s comfortable balancing efficiency and quality—always look for ways to streamline your own work without sacrificing excellence and be comfortable using new tools and looking at data and metrics to help inform improvements
• For onboarding and training, which takes approximately 12 weeks, be able to commit to working Monday-Friday from 9am-5pm ET
• After training, be able to commit to working full-time, SUNDAY-THURSDAY for an 8-hour day (minus lunch) overlapping with 8am-2pm U.S. Eastern Time (i.e. 6am-2pm, 7am-3pm, or 8am-4pm ET would all work!)

Responsibilities

• Learn the ins and outs of Harvest’s products and associated apps and integrations through our intensive training program
• Answer customer questions via email and place a few phone calls for the vast majority of your day
• Maintain an industry-leading average response time, with an emphasis on quality rather than quantity of tickets resolved
• Troubleshooting, bug investigating, teaching, and rooting on ("I believe in you!")
• Hop on the occasional Zoom call to help a customer with a sticky question
• Work alongside our Escalated Support team to figure out thorny problems, and help our customers through those tricky periods when things don’t work quite right
• Help build our customer base by using your presentation skills to host webinars for and answer questions from prospective Harvest customers
• Be a great human person and treat our customers with sincerity, kindness, and respect
• Share your unique perspective when asked for it in various team or company conversations and discussions
• As you grow you’ll have the opportunity to pursue support-related projects on the Expert team, including things like partnering with our Product and Engineering teams on feature development or collaborating with other Experts to implement improvements to our team’s efficiency

Preferred Qualifications

Have a background in a similar customer support role

Benefits

• A competitive base pay: The salary for this role is $70,500
• Individual and company performance bonus plans
• 15 days of vacation in your first year, plus company holidays and a week off for winter break; and you’ll get an additional two days per year until you reach 20 days
• 100% coverage of health insurance premiums across our medical, dental, and vision plan offerings for you, your spouse, and your dependents
• A yearly budget for your professional learning and development goals
• A 401k plan with a 6% company match after three months with the company
• 16 weeks of paid family leave to all new parents with the option to use it all at once or throughout the baby’s first year, as well as a virtual platform providing support across fertility, pregnancy, adoption, and through your first year of parenting
• A charitable giving matching program to support your contributions to your favorite charitable organizations