Harvest Expert

Summary

Join Harvest, an industry-leading software company, as an Expert and help customers optimize their time using our products. You will be the human face of the company, providing comprehensive support via email and phone calls, troubleshooting issues, and investigating bugs. Collaborate with other teams to analyze customer usage and identify areas for improvement. Present webinars to prospective customers and contribute your unique perspective to team discussions. This full-time role offers a Sunday-Thursday schedule with flexibility in working hours after the initial 12-week training period. The position requires at least two years of relevant experience and familiarity with various software tools. Growth opportunities within the support team are available.

Requirements

• You have at least two years of relevant job experience
• You have at least one year working in a remote environment
• You’re familiar with and have used tools such as Slack, GSuite, Zoom, project management software (think Trello, Basecamp, Asana), and help desk software (think Zendesk, Intercom, Freshdesk, Help Scout)
• While you don’t need to have used all of these, you should have used tools like them in the past and should be familiar with working with web-based software
• You’re a service-oriented people-person and a patient problem-solver—you see yourself and the customer as being on the same team, are committed to getting them to a solution, and are motivated by how to improve their experience of both our products and our support
• Your reading comprehension is strong and your writing skills are flawless
• You can easily parse the real problem from a jumble of details and then use a savvy writing style and a firm grip on grammar to clearly break down explain, and present solutions for even the most complex problems
• You can de-escalate a tense situation with ease and grace—working through a tough issue or bug with an upset customer is a challenge you’re eager to take on
• You don’t mind doing the same thing most days, but you’re also adaptable and comfortable with change
• Trying new approaches, jumping into a project, and taking risks doesn’t scare you
• You’re reliable—your time and output are consistent, and you prioritize efficiency without compromising on quality or the customer experience
• You’re also comfortable using new tools and leveraging data and metrics to drive improvement
• You’re curious and perceptive—no detail go unnoticed
• You not only help customers but also help your teammates in identifying, tracking, and analyzing trends that help improve the overall productivity and quality of the team

Responsibilities

• Learn the ins and outs of Harvest’s products and are associated apps and integrations through our intensive training program
• Become a true Harvest expert
• 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
• It’s troubleshooting, bug investigating, teaching, and rooting on (“I believe in you!”)
• You may even 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 you’ll 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 a Harvest Expert, your knowledge and insights are immensely valuable!
• Growth is important in a career in customer support—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

Past work in a similar customer support role is strongly preferred

Benefits

• A competitive base pay: The salary for this role is $70,500
• We aim to pay at the top of the market (informed by third-party data) for all roles
• Individual and company performance bonus plans: We believe in rewarding performance, and Harvesters are eligible to receive an individual and a company performance bonus
• 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