Support Agent

Greater New York City Area Full Time

Drive organic connections and create positive impact across your community with Hivebrite — the easy to set up, highly customizable community engagement platform.

Job Description

As a member of the technical support team, you will be a part of the ever-growing Customer Success organization at Hivebrite. You will work with new and existing clients to troubleshoot, answer questions, identify and report software issues and work closely with Product to share client feedback and test new developments. 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. 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.

We are currently looking for a Customer Support agent to join our team in New York.

Responsibilities

Respond to customer 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
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

Proven experience in delivering practical solutions within a support environment
Team player capable of operating and contributing under pressure
Good knowledge of general technology application
Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes
Experience working with clients, supporting a technical product
Experience successfully managing customer engagements to completion and customer satisfaction
Strong ability to align technical concepts & features to business needs
An interest in building online communities is a plus!
Experience in SaaS companies (and Agile Methodology is a plus!)
French fluency is a bonus