Customer Support Specialist

3 weeks ago

Austin, United States Hive9 Full time

**Customer Support Specialist**

Customer Success Austin, Texas Minimum Experience **Experienced** We are searching for a tech-savvy Customer Support Specialist to own the management of tickets that are created by customer and internal users. To be successful in this role, you should be an excellent communicator whos able to earn our customers trust. Due to a recent merger, Hive9 is now integrating with BrandMaker, another pioneer of SaaS marketing solutions. The new organizations differentiated capabilities enable the combined companies to address the full spectrum of marketing operations use cases, supporting customers from mid-market to enterprise, anywhere in the world. Upon hire and for the upcoming 3-6 months you will report to the Hive9 VP of Customer Success.

Every day will bring new and exciting challenges. You will:

* Engage with customers in a thorough problem-solving process.

* Provide technical assistance and support for incoming queries and issues

* Identify customer needs and help customers use specific features

* Inform customers about new features and functionalities

* Document and manage customer interactions in ticketing system

* Document, manage and update collateral as needed

* Adhere and manage to Service Level Agreements (SLA)

* Route issues to correct internal party as needed

* Respond to queries either via ticketing system, over the phone, via email and/or chat.

* Writing, editing, and revising training manuals for new and updated features and functionality

* Provide training computer users.

* Running and creating reports to analyze performance, common interactions, complaints and/or problems

* Follow up with customers to ensure issue has been resolved

* Escalate issues and track escalated issues

* Gather customer feedback and share with our Product, Sales and Marketing teams

* Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

Requirements & Career Motivations:

* 2+ years of experience working in a customer support environment

* Familiarity with our industry is a plus

* Available to work regular overtime

* Proficiency with a MAC and IOS computers

* Excellent oral communication skills

* Detail oriented in order to keep detailed notes on tickets

* Highly organized to keep tickets in order

* Ability to diagnose and resolve basic SaaS issues

* Ability to multi-task, prioritize, work independently in a fast-paced environment

What youll get from us:

As a remote-first company, we are looking for the best candidate in the United States or Canada to help make an impact on 16,000+ marketers from the worlds biggest brands. We provide a competitive salary, benefits and all the perks you would expect in a fast-growing SaaS company.

But we arent going to sugarcoat things. Some days will be hard, and not everything will work out as planned. However, you will always be encouraged to push the envelope, deliver the best experience for customers, learn from your colleagues, and make meaningful connections with customers. If that excites you then we invite you to have a conversation with us.

About Hive9

Hive9 is a leader in the Marketing Performance Management / Marketing Resource Management space. Our solutions are deployed at leading companies around the globe. We are focused on Marketing Planning, Calendaring, Marketing Financial Management, Marketing Performance and Attribution. We pride ourselves in possessing the marketing domain expertise necessary to build solutions that not only make the lives of marketers easier, but also enable them to do their jobs better, adding more value to their businesses. Choosing Hive9 is both a personal and a professional win for the buyer.

The culture at Hive9 is akin to most start-ups, but we like to think some things set us apart. The best ideas always win the argument, regardless of the tenure or experience of the person from which they came. Every employee is in a position to make a material impact on the business. Youll work with the biggest names in business while we grow like crazy.

We respect your time and expect you to manage it as needed, including unlimited paid vacation for all employees, after 6 months of employment. You will find our competitive benefits and compensation packages, which includes equity for every employee, and opportunities for community service contribute to a vibrant culture where employees can enjoy a work-life balance that they custom designed.

About BrandMaker

BrandMaker delivers a single, integrated SaaS platform to run, optimize, and automate marketing operations. BrandMaker enables CMOs and marketing teams to orchestrate marketings entire core resources and operational processes across strategy, campaigns, budgets, work, content, and brand.

The 2021 acquisitions of complementary, leading Marketing Operations providers Allocadia and Hive9 expand the companys end-to-end solution to empower marketers to measure and improve marketing performance. The solution connects strategy to outcomes and accelerates growth. Independent research firms recognize BrandMaker as a leader in marketing ops. More than 350 leading enterprises, including Best Buy, Energizer, J.M. Smucker and Marriott, trust its solutions to provide seamless marketing operations orchestration.

Location Austin, Texas Minimum Experience Experienced

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