French Customer Support Specialist

As a Customer Support Specialist you will be responsible for working directly with HubSpot customers through phone chat and web solving product related queries as a valued partner and trusted advisor. You will strive to deliver a human and helpful Support experience through creative problem-solving and partner with our customers to help grow their business. Through working closely with your team you will help build a positive inclusive and psychologically safe environment accepting of all differences that makes HubSpot Support a diverse and unique place to work.

We're a hybrid team. For this role you have the flexibility to choose where you work: full-time in our Dublin office in a hybrid arrangement or fully remote from anywhere in Ireland

In this role you will:

• Apply business acumen to our customer situations to proactively identify challenges and opportunities

• Use phone live chat and web tickets you’ll partner with customers to effectively resolve issues adapting to fluctuations in the volume of incoming inquiries

• Remove technical barriers for our customers and help them navigate a variety of tools within HubSpot

• Utilize the full potential of support resources and tools independently and make sense of new and technical information

• Apply troubleshooting frameworks to test recreate and investigate technical queries to minimize escalations and resolution time

• Identify and diagnose software issues to fix and improve the product experience for our customers

• Communicate thoughtful empathetic and complete resolutions tailored to each customer enabling them to grow their business better

• Collaborate within HubSpot to more deeply engage customers with our platform and improve the overall customer experience

• Be a role model and trusted advisor on the team showcasing customer first mindset and taking ownership of even the most complex and sensitive issues

We are looking for people who:

• Fluent in both English and French written and spoken

• Demonstrated experience in technical troubleshooting ideally in a B2B SaaS setting

• Demonstrate a strong customer-first mentality and enjoy helping others by adding long-term value

• Thrive in a dynamic and collaborative environment and are comfortable with ambiguity

• Are seeking to receive regular feedback and coaching to help you learn and grow in your role

• Are able to understand and utilize documented knowledge to troubleshoot resolve and provide guidance on technical queries

• Enjoy building technical skills and acquiring in-depth knowledge about our product and related technical concepts

• Embody our HEART values and add to our company culture