Technical Product Support Specialist

Technical Product Support Specialist

We are hiring a Technical Product Support Specialist to work with our customers and support our all goal of delivering resolution to product issues most efficiently and effectively possible. You’ll report directly to the VP,  Support & Enablement. 

WHO YOU ARE

Your team and colleagues will consider you someone who embodies and nurtures a culture where customers and their needs come first. In this role, you’ll partner with engineering teams in prioritizing and resolving customer issues, questions, and product enhancements.

WHAT WE ARE LOOKING FOR YOU TO DO

• You’ll provide support to Hyperproof customers and partners in a timely and accurate manner
• You’ll analyze break/fix issues and work with a sense of urgency to deliver solutions to meet customer and partner needs
• You’ll document all support interactions and resolutions in the case management systems
• You’ll actively contribute to our technical knowledge base, online community, and other technical documentation
• You’ll submit well-researched and well-documented bugs and feature requests arising from customer-submitted requests
• You’ll work effectively with cross-functional teams including Sales, Training, Documentation, Product, and Customer Success
• You’ll deliver a very high level of customer satisfaction on basic and advanced issues received through our support channels
• You’ll communicate with users through our support systems and be able to lead troubleshooting meetings with users on Zoom
• You’ll provide ideas and assist with the creation of documentation and training material for external and internal content
• You’ll maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
• You’ll hold expert-level knowledge of all Hyperproof products, offerings, and integrations
• You’ll maintain or exceed our established service levels and productivity standards
• You’ll be proactive and identify opportunities for our team to provide better support, educate our users, and scale our support model

HOW YOU’LL KNOW YOU ARE SUCCESSFUL (Key KPI’s) 

• You demonstrate the ability to respond to on a timely basis, within our stated service level response times.
• You communicate clearly with customers and with our engineeers.
• You write clearly worded knowledge articles
• You achieve an average rating of at least 4 out of 5 on customer support surveys

WHAT YOU’LL BRING

• 5+ years of direct customer support experience in a fast-paced environment – preferably with an enterprise SaaS provider
• Experience in the compliance or security industry
• Bachelor’s degree in computer-related field
• A flexible, collaborative, team-oriented individual who shows initiative and holds themselves accountable
• Strong written, verbal, and organizational skills
• Strong understanding of technology platforms and web infrastructure
• Excellent problem-solving, critical thinking, and analytical skills
• Excellent customer relationship skills (customer-facing, ability to assess customer needs and interact with all levels of management)
• Excellent communication skills with a demonstrated aptitude for speaking to both a technical audience and a business user audience

WHAT’S OUR TECH

• Google Suite: Docs, Sheets, Slides
• Atlassian Suite: Jira, Confluence
• CRM: Salesforce
• Learning Management (LMS): Bridge
• Communications: Gmail, Zoom, Slack, Microsoft Teams
• OS: Windows, Mac

LOCATION

We are a fully remote company! Rather than restrict ourselves to only finding talent in one city, we’d rather find the absolute best people regardless of where they live. Eastern timezone preferred. 

CANDIDATE EXPERIENCE

• We value your time and want you to know what to expect from us. For this interview, we expect to ask you to participate in 4 interviews and expect this to be completed in 4 hours. 

Interview one - Screening with Talent Acquisition
Interview two - Hiring Manager
Interview three - Bar Raiser
Core Values Interview - Senior Manager, Customer Success

WHERE YOU’LL GO

• Hyperproof also loves to see an internal transfer. If a linear career path is not what you’re looking for, you can work with your manager and our people team to explore lateral moves to other parts of the organization as you continue to grow with us.