Customer Support (EST Timezone): U.S.A.
About the position
Hubstaff is a time tracking, project management, and proof of work SaaS solution, dedicated to accelerating the digital transition of work and enabling efficient remote work. As a Customer Support Representative, you will play a crucial role in responding to customer requests through various channels including email, live chats, on-screen shares, and video conferencing. You will collaborate with a global team of Support Professionals and report to the EMEA team leader. This position is fully remote, with a typical schedule of 9 am to 5 pm EST, Monday to Friday, allowing for some flexibility in your day-to-day activities. In this role, you will be expected to demonstrate an empathetic mindset towards customers, helping them achieve their goals while effectively communicating the value of Hubstaff's products. You will need to possess outstanding written communication skills and a tech-savvy nature, with a genuine interest in exploring new systems and sharing knowledge. A basic understanding of HTML, CSS, and other programming languages is required, along with experience in automating tasks using tools like Zapier or writing browser scripts in JavaScript. You will also need to troubleshoot common user computer issues across various operating systems including Windows, Mac, iOS, Android, ChromeOS, and Linux. Hubstaff values a strong work ethic and high standards, and you will have the opportunity to make a significant impact on the future of remote work solutions. The company offers robust career paths and numerous opportunities for professional growth, allowing you to expand your skills and responsibilities. With a global team exceeding 100 individuals across over 30 countries, Hubstaff fosters a remote culture that prioritizes healthy relationships among coworkers, camaraderie, and productivity. Annual retreats and team-building activities are part of the company culture, enhancing the work-life balance that Hubstaff strives to provide.
Responsibilities
- Respond to customer requests over email, live chats, on-screen shares, and video conferencing. ,
- Collaborate with the global team of Support Professionals. ,
- Demonstrate an empathetic mindset towards customers' goals. ,
- Communicate the value of Hubstaff's products effectively in direct interactions with customers. ,
- Troubleshoot common user computer issues across various operating systems. ,
- Automate tasks using tools like Zapier or write browser scripts in JavaScript. ,
- Maintain an organized workplace with a modern computer setup suitable for professional presentations.
Requirements
- 3+ years of experience in customer support, specifically in SaaS support roles. ,
- Experience troubleshooting common user computer issues. ,
- Basic knowledge of HTML, CSS, and other programming languages. ,
- Experience with various operating systems including Windows, Mac, iOS, Android, ChromeOS, and Linux. ,
- Strong written communication skills and an empathetic mindset.
Nice-to-haves
- Experience with automation tools like Zapier. ,
- Familiarity with JavaScript for writing browser scripts.
Benefits
- 25 days of paid time off per year ,
- Access to private medical insurance ,
- 401(k) retirement plan ,
- Annual bonuses for equipment or training expenses ,
- Annual salary increases based on performance reviews ,
- Access to a technical career path within the Support team ,
- Opportunities for professional growth and development ,
- Participation in annual retreats for team bonding.