Technical Support Specialist

As a Technical Support Specialist, you’re at the heart of what drives us — our customers. You’ll have a considerable impact on the company in a number of ways. You’ll help customers learn the best way to use Help Scout for their team. You’ll be a voice for the customer, ensuring the company is learning from customer experiences with the product (both good and bad!). And as a member of the Customers Team, you’ll help our team develop and refine systems to make sure we’re always improving.

Our ideal hire is motivated by what we’re doing as a company, believes in the value of quality technical support, and is eager to contribute to the success of our customers. As someone who is first in line to help, your understanding of the product and our customers will be incredibly valuable.

Candidates Also Search: Remote Support jobs

About the role

The entire team works out of the main queue, so you’ll spend much of your day helping potential and current customers via email. If you’re curious to hear how our team works together, check out this webinar. While email support will be the majority of your day, everyone on the team helps out in Beacon chat, and you’ll also hop on impromptu calls with customers when needed.

You’ll become an expert in all areas of the product. You’ll troubleshoot potential bugs, document feature requests, and collaborate with the rest of the team to help elevate the voice of the customer at Help Scout. We’ll help set you up for success to become a mindful, contributing member of our support team. Specialists help a minimum of about 250 customers a month, but we won’t overburden you with quotas, empty policies, or unnecessary procedures. Doing what’s in the best interest of the customer is at the heart of what we do.

Candidates Also Search: Remote Customer Service Jobs

Career Growth on the Customers Team

The Customers team is a vocal and respected advocate for the customer at Help Scout, and we value strong collaboration with other teams, including Engineering and Product, Marketing, Sales, and People Ops. We care about your career development as a support professional, and we’ll make sure you’re developing skills and knowledge that will serve you for years to come. We actively promote from within the Customers team - both for managers and specialists.

Just the Facts

• This is a full-time, remote contractor position. You’ll work autonomously with minimal oversight, managing your own schedule and workload within our collaboration framework.
• Location Requirements: For this role, we are only able to hire in UK, Spain, Ireland, and The Netherlands.
• We are looking for someone who can work Monday through Friday, European time zones.
• Expected Compensation:
  • Ireland, Netherlands and Spain: 62K-79K Euros
  • UK: 57K-68K GBP

Candidates Also Search: Remote Jobs In United Kingdom

About You

• You take initiative and ownership to see things through to completion. If it needs doing, you do it.
• You’re eager to take on challenges. When you don’t know something, you embrace the chance to grow and get better. Former teammates and managers would call you resilient and balanced.
• We work together as a team, and that means we encourage each other to improve as a team. You are self-sufficient and love the challenge of solving problems and learning new things.
• You have some experience working in Support or Success. You’re passionate about support and the important role it plays in a company, and you’re excited to build a customer-centric career.
• You welcome an environment where you can do great work independently.
• You’re patient, an active listener, and you’re naturally curious with a strong desire to learn.
• You’re an incredible communicator, fluent in written English. Your writing is clear and simple.
• Your empathy and self-awareness help you intuitively and proactively solve potential customer troubles. You’re a problem solver who goes out of their way to help people - always.