Support Specialist

Bengaluru, Full time

About Us

We are Hiver - world’s 1st Gmail-based helpdesk. We are committed to making customer service more human and empathetic. 

We are currently 80-member strong. Though we come from different parts of the country, what unites us is our shared values. We are a focused, ambitious bunch who love to take on new challenges. We are not ‘employees’, we behave like true ‘owners’ and aim to create impact every single day with our work. The fact that over 1500 companies across the globe - including the likes of Harvard University, Upwork, Oxford Business Group - use Hiver as an integral part of their everyday work is a testament to that.

If you want to be part of this exhilarating journey and build a company that enriches peoples’ lives, then read on.

                                                                    

Opportunity
Hiver is currently the top-rated support team amongst our peers. We are number one on G2Crowd and also on Capterra when it comes to our customer support. Our current support team is led by Shankar who has over 12 years of experience in the support industry. To up our game, we are looking to move to 24 x 7 support and are looking to add like-minded individuals to our support team.

Responsibilities
You are passionate about offering best in class support to your customers
You can work with development, product, sales, and customer success without breaking a sweat
You put your customers first
Metrics like first response time, resolution time are not just numbers but something you live by

Requirements
You must have experience providing support with global markets- North America/APAC/EMEA
You must be willing to work across shifts as it's a 24/7 operation. 
Familiarity with Gmail, Google Groups, and mailing software.
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
You must have at least 3+ years of experience with technical support in a SaaS /enterprise product support environment.
Excellent problem-solving and communication skills are not a requirement, they are the basis of this role.

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