Customer Support Specialist
We are hiring for a Customer Support Specialist to join the HigherMe team!
HigherMe is a growing software company in the HR tech space that helps restaurants find and hire great talent. Restaurants of the world’s top brands such as Tim Hortons, A&W, Popeye's, White Castle, McDonald's, Domino’s and many others, use HigherMe every day!
We have a strong and passionate team that we're excited to introduce you to. We operate with optimism, and are thankful for the opportunities we've been presented with. We don't have room for negativity. We also believe in promotion from within, so high performance can lead to fast upward mobility. We are a 100% distributed team working from the U.S., Canada and internationally. We are an inclusive team that welcomes and respects all.
As a member of the Customer Success team at HigherMe, your drive, empathy, intelligence, problem-solving, and project management skills will constantly be utilized. You’re the type of person that thrives in a fast-paced environment, can’t stand having free time, and can manage your time flawlessly.
Our Customer Support role is the first line of defense for resolving inquiries from both Customers and Applicants, which means you’ll have the opportunity to wear a ton of hats. You’ll also be expected to actively contribute and further the team’s processes and procedures. However, ultimately your entire role centers around ensuring that clients receive immediate attention and care. Our Support role involves fighting the fires behind the help desk via e-mail tickets, live chat, and inbound phone calls in Zendesk.
- Provide exceptional customer support: Interact with customers via various channels, including phone, email, and live chat, to address their questions, concerns, and technical issues. Offer prompt and accurate assistance, demonstrating proactiveness, empathy, patience, and professionalism in all customer interactions.
- Troubleshoot and resolve technical issues: Analyze and diagnose software-related problems reported by customers, employing critical thinking and problem-solving skills. Provide step-by-step guidance and clear instructions to help customers navigate and resolve issues, ensuring minimal disruption to their hiring processes.
- Serve as a product expert: Develop a deep understanding of our hiring software solutions, staying updated on new features, functionalities, and system updates. Maintain comprehensive product knowledge to effectively assist customers with product usage, configuration, and customization queries.
- Document and escalate issues: Record and document customer interactions, inquiries, and reported issues accurately and thoroughly in our customer support system. Collaborate with internal teams to escalate complex issues for further investigation and resolution, ensuring timely and effective responses to customers.
- Provide feedback for continuous improvement: Actively contribute to improving our products and services by gathering customer feedback and insights. Identify recurring issues or patterns and communicate them to the appropriate teams for root cause analysis and process improvement.
- Contribute to knowledge base and self-help resources: Create and update customer-facing knowledge base articles, FAQs, tutorials, and troubleshooting guides to empower customers with self-service options. Proactively share best practices and tips with customers to enhance their experience and maximize their utilization of our software.
- Collaborate with cross-functional teams: Collaborate closely with customer success, sales, marketing, and product teams to align customer support efforts with company goals. Share customer insights and provide input on product enhancements and user experience improvements based on customer feedback.
- Be a dynamic team member: Every member of our team is considered to be dynamic, meaning they are invited to seek responsibilities that best fit their strengths. As a small and fast-growing company, we need everyone to help where they can and short-term projects may be assigned to you.
- Previous experience in customer support or a related role, preferably in the software industry, is an asset but not required!
- Previous experience in customer service is a must (we love if this comes from the hospitality or retail industries!)
- Strong problem-solving skills and ability to think critically under pressure
- Technical aptitude and ability to quickly grasp and articulate complex software concepts in both languages
- Patience, empathy, and a positive attitude when interacting with customers
- Ability to work independently and as part of a team, demonstrating strong collaboration skills
- Detail-oriented with excellent organizational and time management abilities
- Familiarity with help desk software and customer support tools is a plus but not required (we will train you on everything)
- A positive attitude and an open-minded mentality and drive for personal growth
If you are changing careers or switching job industries, we believe in transferrable skills! If you don't feel that you quite meet all the job requirements, we also believe in coaching and mentoring! Please apply, we'd love to chat with you. Lisa and Mindy are looking forward to seeing your application!
Benefits and Compensation:
- Ability to work fully remote collaborating with a globally distributed team (work from anywhere with a stable and secure internet connection!)
- Unlimited Paid Time Off - take the time you need to rest and recharge
- Competitive base salary with opportunities for cash bonuses
- Flexible schedules - work when is best for you as long as it meets the needs of the business
- Over 20 observed Company Holidays
- New laptop and annual equipment stipend
- Comprehensive health benefits for all employees in the US and Canada
- Annual All Hands Off-site with entire team (paid company trip)!
- Opportunity to work with a really fun team - we're not a regular company, we're a cool company!
HigherMe is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.