Technical Support Specialist

Summary

Join Help Scout's Customer team as a Technical Support Specialist and become a vital part of our fully remote company. You will provide email and chat support to customers, troubleshoot issues, document feature requests, and collaborate with other teams. This role requires experience in support or success, excellent communication skills, and a passion for helping customers. The position offers a competitive salary ($81,000, $84,000, or $87,000 USD), remote work, and opportunities for career growth. Help Scout values a customer-centric approach and fosters a supportive and collaborative work environment. We are looking for someone who can work Tuesday through Saturday, approximate 9am-5pm Eastern or Central time. We are only able to hire in the United States or Canada for this role.

Requirements

• Take initiative and ownership to see things through to completion
• Be eager to take on challenges
• Be self-sufficient and love the challenge of solving problems and learning new things
• Have some experience working in Support or Success
• Be passionate about support and the important role it plays in a company
• Be excited to build a customer-centric career
• Welcome an environment where you can do great work independently
• Be patient, an active listener, and naturally curious with a strong desire to learn
• Be an incredible communicator, fluent in written English
• Have clear and simple writing skills
• Use empathy and self-awareness to intuitively and proactively solve potential customer troubles
• Be a problem solver who goes out of their way to help people - always
• Work Tuesday through Saturday, approximate 9am-5pm Eastern or Central time
• Be authorized to work from your home location in the United States or Canada

Responsibilities

• Help potential and current customers via email
• Help out in Beacon chat
• Hop on impromptu calls with customers when needed
• Become an expert in all areas of the product
• Troubleshoot potential bugs
• Document feature requests
• Collaborate with the rest of the team to help elevate the voice of the customer at Help Scout
• Help a minimum of about 250 customers a month

Preferred Qualifications

Resilient and balanced

Benefits

• Healthcare coverage
• Wellness resources
• Salary: $81,000, $84,000, or $87,000 USD
• Full-time, remote position