Support Specialist

🔥 1 minute ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hiver

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

💰 $22M Series B - Hiver on 2022-01

SaaS • B2B • Artificial Intelligence

Hiver is an AI-native, omnichannel customer service platform delivered as SaaS. It started with a Gmail-native helpdesk and now offers Hiver Omni, a dedicated omnichannel platform that unifies email, chat, Slack, voice, WhatsApp, and self-service portals into a single ticketing workspace. Hiver’s AI platform includes AI Agents, AI Copilot, AI Help Center, AI Insights and AI QA to triage tickets, draft replies, execute multi-step actions across CRMs/ERPs and other tools, and keep knowledge base content up to date. The product emphasizes collaboration (shared inboxes, Slack integration, internal notes), deep integrations (Salesforce, Shopify, NetSuite and 10,000+ connectors), and use cases across customer support, finance, ITSM and HR. The company positions itself as the agentic customer service platform built for complex support and is trusted by 10,000+ teams.

📋 Description

• Handle inbound customer inquiries via email, chat, and calls through Google Meet and Zoom • Diagnose and troubleshoot technical issues related to Hiver • Provide clear, concise, friendly, and professional customer solutions • Document support interactions for future reference and knowledge sharing • Proactively engage customers, provide product guidance, and address their needs • Stay current on product features and functionalities • Identify improvements to the support process • Collaborate with cross-functional teams to escalate and resolve complex issues • Contribute to support resources and documentation • Perform touchpoint studies and business case analysis to identify service-journey gaps • Formulate customer support improvement strategies • Maintain on-time and accurate support operations

🎯 Requirements

• Minimum of 3 years of experience in technical customer support • Experience supporting customers through email, chat, and calls via Google Meet and Zoom • Strong written and verbal communication skills • Proven track record of exceptional customer service and exceeding performance targets • Excellent problem-solving and analytical skills • Ability to troubleshoot technical issues and provide timely solutions • Experience working with SaaS products is preferred • Strong attention to detail and excellent time management skills • Ability to work independently and collaborate effectively with team members • Passion for providing excellent customer service • Interest in working in a fast-growing and dynamic environment • Flexibility to work evenings and weekends within primarily US time zones

🏖️ Benefits

• Fully remote work from home • Two days off each week • Flexible work hours, including evenings and weekends • Opportunity to work in a 24/7 support team • Meaningful ownership and work that ships