Customer Support Specialist - Trilingual

August 18

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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

• Responsible for working directly with HubSpot customers, across all product lines and all customer channels. • Partner with customers to resolve issues and help them build familiarity with, and effectively use, a variety of tools within HubSpot. • Strive to deliver a human centered, helpful and consultative Support experience through creative problem-solving, thoughtful communication & tailored solution design that solves roadblocks. • 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 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 the 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 the platform. • Be a role model and a trusted advisor by showcasing HubSpot values and a customer centric approach in every customer interaction.

Requirements

• Fluent in Portuguese, English & Spanish - ADVANCED PORTUGUESE FLUENCY IS ABSOLUTELY REQUIRED as you will be supporting Portuguese-speaking customers in this position. • Self-motivated, always curious, and consistently eager to learn, with a growth mindset • 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. • Seeking to receive regular feedback and coaching to help develop competencies relevant to be successful in the role • Able to understand and utilize documented knowledge, as well as utilize current and emerging technologies to provide best in class support. • Motivated by building technical skills, and acquiring in-depth knowledge about the product and related technical concepts • Embody our HEART values and add to the company culture • Work weekday shifts from 9:00 am to 6:00 pm Colombian time, with possible weekends shifts. Overtime and holiday shifts are optional, and shifts subject to change based on business need.