Time zones: SBT (UTC +11) GMT (UTC +0) CET (UTC +1) EET (UTC +2) MSK (UTC +3) As a Customer Support Specialist you will work directly with HubSpot customers across phone chat and web channels to resolve product-related queries as a trusted advisor . You'll deliver a human and proactive support experience applying creative problem-solving to help customers optimise their use of HubSpot tools and grow their businesses. Collaboration within a dynamic team environment will foster a positive inclusive culture where continuous learning and feedback are encouraged.
We’re a hybrid team with this role being open in our Dublin office Berlin office with remote and flex options for both Germany and Ireland.
This role is a full-time position.
We are looking for people who:
- Are fluent in English and German
- Have a minimum of 1 year of experience in a customer support or technical support role preferably within a software or technology company
- Have a strong foundation in technical troubleshooting and enjoy delving into complex technical queries
- Are adept at understanding and using product documentation to resolve customer issues effectively
- Are self-motivated always curious and consistently eager to learn with a growth mindset
- Enjoy developing technical skills and acquiring comprehensive knowledge of our product and related technical concepts
- 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
- Embody our HEART values and contribute positively to our company culture
In this role you will:
- Utilise phone live chat and web tickets to partner with customers effectively resolving issues and adapting to fluctuating inquiry volumes
- Apply business acumen to customer situations to proactively identify challenges and opportunities
- Remove technical barriers for customers and guide them through various tools within HubSpot
- Independently utilise support resources and tools to comprehend new and technical information
- Implement troubleshooting frameworks to test replicate and investigate technical queries minimising escalations and resolution time
- Identify and diagnose software issues to enhance the product experience for customers
- Deliver thoughtful empathetic and comprehensive resolutions tailored to each customer facilitating their business growth
- Collaborate within HubSpot to deepen customer engagement with our platform and enhance overall customer experience
- Serve as a role model and trusted advisor demonstrating a customer-first mindset and taking ownership of even the most complex and sensitive issues