Technical Support Specialist

Summary

Join Help Scout's Customer team as a Technical Support Specialist and make a significant impact on customer satisfaction and product improvement. You will primarily provide email support, assisting customers with product usage and troubleshooting issues. Collaborate with the team to refine support systems and document feature requests. Become a product expert, contributing to a customer-centric culture. This is a full-time, remote position based in the US or Canada, requiring strong communication and problem-solving skills. The role offers a competitive salary and benefits package.

Requirements

• You take initiative and ownership to see things through to completion
• If it needs doing, you do it
• You’re eager to take on challenges
• When you don’t know something, you embrace the chance to grow and get better
• Former teammates and managers would call you resilient and balanced
• You are self-sufficient and love the challenge of solving problems and learning new things
• You have some experience working in Support or Success
• You’re passionate about support and the important role it plays in a company, and you’re excited to build a customer-centric career
• You welcome an environment where you can do great work independently
• You’re patient, an active listener, and you’re naturally curious with a strong desire to learn
• You’re an incredible communicator, fluent in written English
• Your writing is clear and simple
• Your empathy and self-awareness help you intuitively and proactively solve potential customer troubles
• You’re a problem solver who goes out of their way to help people - always
• Work Monday through Friday, approximately 9am-5pm Eastern time

Responsibilities

• Help customers learn the best way to use Help Scout for their team
• Be a voice for the customer, ensuring the company is learning from customer experiences with the product (both good and bad!)
• Help our team develop and refine systems to make sure we’re always improving
• 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

Benefits

• Healthcare coverage
• Wellness resources