Support Specialist

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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 call (Google Meet & Zoom), ensuring timely and accurate responses to resolve issues and address concerns. • Diagnose and troubleshoot a wide range of technical issues related to Hiver. • Provide clear and concise solutions to customers in a friendly and professional manner. • Document support interactions for future reference and knowledge sharing. • Proactively engage with customers to meet their needs and offer guidance on product features and usage. • Stay up-to-date on the latest product features and functionalities. • Proactively identify areas for improvement within the support process. • Collaborate with cross-functional teams to escalate and resolve complex issues, aiming for customer satisfaction and retention. • Utilize your expertise to pinpoint opportunities for process enhancements and contribute to the development of support resources and documentation. • Perform touchpoint studies and business case analysis to identify gaps in the service journey and formulate improvement strategies. • On-time and accuracy are fundamental pillars of our support team.

🎯 Requirements

• Minimum of 2 years of experience in Technical customer support, with a focus on email, chat & call (Google Meet & Zoom) channels. • Strong communication skills, both written and verbal, with the ability to convey technical information clearly and concisely • Proven track record of delivering exceptional customer service and exceeding performance targets. • Excellent problem-solving and analytical skills. • Ability to troubleshoot technical issues and provide solutions in a timely manner • 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 • A passion for providing excellent customer service. • An Interest in working in a fast-growth and dynamic environment.

🏖️ Benefits

• 24/7 support team • Flexibility in work hours, including evenings and weekends • Two days off each week