Customer Support Specialist

August 22

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HubSpot

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The easy-to-use CRM to scale your business.

inbound marketing • marketing • internet marketing • online marketing • web marketing

1001 - 5000

Description

• As a Customer Support Specialist, you will be responsible for working directly with HubSpot customers, across all product lines and all customer channels. • You will partner with our customers to resolve issues and help them build familiarity with, and effectively use, a variety of tools within HubSpot. • You will strive to deliver a human centered, helpful and consultative Support experience through creative problem-solving, thoughtful communication & tailored solution design that solves roadblocks and puts customers back on track to achieving their key business outcomes. • Communicate with customers via phone, live chat, and e-mail, to effectively resolve issues, adapting to fluctuations in the volume of incoming inquiries. • Apply troubleshooting frameworks to test, recreate, and investigate technical queries to remove barriers and help customers get back on track as quickly as possible. • Identify and diagnose software issues to fix and improve the product experience for our customers. • Utilize the full potential of internal resources and tools to learn and adapt to a growing product and a fast-changing industry. • Apply business acumen in customer interactions to proactively identify opportunities to grow their business, through the usage of our software, and convert those opportunities into leads for Sales. • Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, working with customers with their overall Hubspot experience in mind that grow their businesses better. • Collaborate within HubSpot (with teams such as Customer Success and Product) to retain and grow customers on our platform. • Be a role model and a trusted advisor by showcasing HubSpot values and a customer centric approach in every customer interaction.

Requirements

• Are fluent in English and Spanish. • Are self-motivated, always curious, and consistently eager to learn, with a growth mindset. • Are performance oriented and demonstrate a strong customer first mentality by providing high quality service to a consistent number of customers daily. • Thrive in a dynamic and collaborative environment and are comfortable with change, ambiguity, working autonomously and using good judgment to make decisions that solve for the customer. • Are seeking to receive regular feedback and coaching to help you develop competencies relevant to make you successful in the role. • Are able to understand and utilize documented knowledge, as well as utilize current and emerging technologies to provide best in class support. • Are motivated by building technical skills, and acquiring in-depth knowledge about our product and related technical concepts. • Embody our HEART values and add to our company culture. • Work weekday shifts from 9:00 am to 6:00pm Colombian time, with possible weekends shifts. Overtime and holiday shifts are optional, and shift subject to change based on business need.