CUSTOMER SUPPORT SPECIALIST II - (PST HOURS) CUSTOMER SUCCESS NEW YORK, NEW YORK

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Customer Support Specialist II - (PST Hours)

New York, New York / Customer Success / Permanent Hivebrite is an all-in-one community management and engagement platform - Our mission is to provide organizations with the tools they need to create vibrant communities.

Our SaaS platform serves customers across a variety of industries including higher education, non-profit, and corporate. Founded in 2015, today we count more than than 900 customers worldwide - including Cartier, WWF, P&G, the United Nations, New York Stock Exchange;

as well as both Stanford and Princeton Universities.

We employ more than 120 people across our offices in Paris, New York, and Sydney, and 30 nationalities are represented in our team!

In 2020, we were awarded five Great Place to Work labels, were recognized as a G2 High Performer, and won the International Prize by EY, SYNTEC Numerique, and TECH IN France.

And we have no intention of slowing down!

As a member of the technical support team, you will be a part of the ever-growing Customer Success organization at Hivebrite.

In this permanent full-time, non-exempt role, you will work with clients to troubleshoot, answer questions, identify and report software issues and work closely with the Product team to share client feedback and test new developments.

This role is a NYC Hybrid role where we'd love the candidate to come to the office 2x / week. However, the role will be servicing clients in the PST timezone.

The support team is on the front lines and develops a tremendous sense of technical product knowledge as well as how our customers are using the platform.

Your primary responsibility will be to prioritize and respond to customer service requests through our ticketing interface (Zendesk).

We place an emphasis on quick response time and thorough, thoughtful responses. On top of this, you will have ownership of our digital knowledge base (taking care of article management and case-deflection optimization).

With the Product Team your interactions will center on bug reporting and feature requests that you receive from clients.

In addition, you will have an opportunity to test new features and prepare release notes and rollout communications for the customer base.

• RESPONSIBILITIES
• Respond to customer email inquiries through our online ticketing interface
• Provide answers to our customers by identifying the relevant feature, and determining whether it is a software issue or a new feature request.

Provide immediate solution or take appropriate action for further resolution

• Reproduce and troubleshoot software and data issues (i.e. bugs) in test environments
• Create and maintain our online knowledge base and contribute to the Customer Success team projects
• Work with the product team to identify and prioritize bugs
• Share customer feedback to help shape the product roadmap
• Identify inefficiencies and evaluate customer data to help the product and customer success teams improve the product and process
• REQUIREMENTS
• 100% vaccinated against COVID-19 by start date (2 doses of Moderna / Pfizer or 1 does of Johnson & Johnson)
• Ability to come to the NYC office 2x / week
• You are located in NYC and are able to work PST timezone hours (9am - 5 : 30pm PST / 12pm - 8 : 30pm EST)
• You have experience in SaaS companies and a proven experience working with clients, supporting a technical product
• You are a team player capable of operating and contributing under pressure
• You have a good knowledge of general technology application
• You have the ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes
• PREFERRED QUALIFICATIONS
• Start-up experience
• Experience with Jira, Salesforce ProductBoard, Zendesk
• An interest in building online communities
• A 45 min phone call with the Hiring Manager to better understand your career plan and answer any of your questions
• A 60 min video-call with Human Resources to conduct a values-based interview
• A 60 min video-call with the Support team to vet your support skills and technical acumen.
• Our recruitment process lasts max 10 working days and we can deliver an offer 48 hours after the final interview
• BENEFITS
• Competitive salary package
• Open PTO policy
• 11 paid holidays
• Matching 401K (with no waiting period to start contributing)
• 16 weeks 100% paid maternity leave (12 weeks 100% paid caregiver leave)
• Employer contributions towards medical, dental, and vision insurance (95% for employee and 75% for dependents).
• Short-term disability, long term disability, and basic life insurance covered 100% by Hivebrite
• FSA / HSA options
• Commuter benefits
• Flexible schedule and remote policy
• Yearly off sites (the last one was in Marrakech) ????
• An international work environment, with an office in Paris, New York and Sydney.
• The latest in Apples equipment ????
• Check out our instagram page to discover our team ????
30+ days ago