Support Hero (Americas)
JOB FUNCTION Support Hero (Americas)
- Be on the front line interacting with our customers through Zendesk.
- Consistently deliver world class support with empathy and understanding.
- Accurately identify, analyze, and resolve technical and non-technical issues in a timely manner.
- Thrive on problem solving – with a huge range of customers using a complex product, it’s a crucial part of the job.
- Update the pipeline of user suggestions and feedback to improve Hotjar.
- Write and develop documentation for internal and external knowledge bases.
- Regularly interact with other departments including Product, Legal, Marketing and Customer Success.
- Occasionally take part in demonstrations or webinars with our users.
- Represent the support team at a company level during weekly team meetings.
- Own projects related to improving our support, processes, and self-service.
- 2+ years experience working in technical support roles and teams. Rather than seeing Support as an entry level role, we place a high value on the team who are on the front-line of ensuring our users’ success.
- Fluency in English, with flawless writing skills. If you also speak other languages, tell us! Portuguese, German, French, Spanish and Japanese will be considered assets.
- Naturally empathetic and able to communicate in a way that empowers, never belittles.
- Sensitive to varied customer personalities and levels of technical experience.
- Ability to work independently and within a team towards both personal and shared work goals.
- Comfortable taking initiative and making decisions independent of others.
- Flexible and adaptable in a fast workplace environment (remote experience is a plus!). Desire to work in a caring, transparent, and giving work environment, in line with Hotjar’s company values, culture and ways of working.
- Must submit to a background check confidentially processed by our third party.
Apply for this Position
If you can see yourself in this remote role and feel you can add to the ongoing success of In Marketing We Trust, then apply via https://careers.hotjar.com/o/support-hero-americas/
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