Support Specialist

✨ What you’ll be working on

Hiver is hiring a Support Specialist to help customers solve technical issues and get more out of the product.

Most of your customer conversations will happen through email and chat, but you’ll also speak with customers over Google Meet or Zoom when a problem needs a proper conversation.

This is more than sending quick replies and moving to the next ticket. You’ll investigate technical problems, explain solutions clearly, document what happened, and work with other teams when an issue needs deeper attention.

Hiver’s support team operates 24/7, and this role mainly works around US time zones. That means flexibility matters. Your shifts may include evenings or weekends, and your two weekly days off may not always fall on Saturday and Sunday.

What you’ll be doing

• Handle customer questions through email, chat, Google Meet, and Zoom.
• Investigate and troubleshoot technical issues related to Hiver.
• Give customers clear, accurate answers without making technical information harder to understand.
• Keep useful records of customer conversations, issues, and solutions.
• Help customers understand product features and use Hiver more effectively.
• Stay familiar with new product features and updates.
• Spot areas where the support process could work better.
• Work with other teams to escalate and resolve more complex customer problems.
• Contribute to support documentation and resources that can help customers and the support team.
• Look for gaps in the customer service journey and suggest practical improvements.
• Focus on timely, accurate support while keeping the customer experience in mind.

You may be a good fit if you have

• 2+ years of experience in technical customer support.
• Hands-on experience supporting customers through email and chat.
• Confidence speaking with customers over Google Meet or Zoom.
• Strong written and verbal communication skills.
• The ability to explain technical information clearly and simply.
• Good troubleshooting and problem-solving skills.
• Experience working with SaaS products is a plus.
• Strong attention to detail and time management skills.
• The ability to work independently and collaborate with a team.
• A genuine interest in helping customers.
• Comfort working in a fast-moving environment.
• Flexibility to work around US time zones, including evenings or weekends when scheduled.

A big part of this role is being able to investigate a technical issue properly, communicate clearly with the customer, and keep the resolution moving without losing track of the details.

How success is measured

Hiver lists a few important performance measures for this support role:

• Customer Satisfaction (CSAT)
• Resolution Rate
• Schedule Adherence
• First Contact Resolution

In simple terms, the team cares about whether customers get useful answers, issues are resolved properly, and support is delivered on time.

A little about Hiver

Hiver is an AI-powered customer service platform that helps teams manage customer conversations across channels including email, chat, phone, and WhatsApp.

The platform is used by teams across industries such as healthcare, finance, logistics, education, and technology.

For this role, you’ll be joining a customer support team focused on technical troubleshooting, clear communication, and helping customers use the product successfully.