Customer Support Specialist  

At Hearsay Systems, one of the ways we get our kicks is by delivering a customer experience that delights our users. Our Customer Support team is at the heart of the customer experience (if we do say so ourselves). We genuinely enjoy helping, solving, strategizing, bantering, chatting, listening, and doing all other kinds of things for our customers. We truly enjoy helping make our customers successful.

Mission: Consistently deliver the best customer support experience by effectively channeling a deep passion for the customer into every engagement.

• Own the customer experience by effectively addressing support related questions via phone and Zendesk ticketing solution.
• Be a key partner to Customer Success Managers on account trends, basic to intermediate issues, and account health for standard and premier accounts.
• Act as a liaison between our customers and Hearsay Systems engineers on account specific issues.
• Consistently attain Hearsay's target customer satisfaction score.
• Maintain SLAs for standard and premier customers.
• Be recognized as an expert on Hearsay's products and partner ecosystem.
• Execute our support strategy and build stellar relationships with our customers.
• Demonstrate deep execution focus by achieving quarterly goals at the team level.
• Help deliver continuous improvements by participating in post mortem meetings.
• Focus on continuous team improvement by onboarding new team members.

• Results oriented.
  • Ability to work in a team or independently and deliver high quality work in a timely manner.
• Empathy/Passion.
  • A deep passion for customer service and a unique ability to understand enterprise customer needs.
• Communication.
  • Stellar verbal and written communication in English.
  • Verbal and written communication in Mandarin/Cantonese is desired.
• Technology oriented.
  • Understands and uses common social media and digital tools.
  • Easily navigates customers through a variety of operating systems and browsers
• Analytical mindset.
  • Ability to think on one's feet and find creative solutions at an account level
• Collaborative.
  • Team player with a positive attitude and a strong sense of self direction and the ability to work across all internal teams.
• Leadership.
  • Influences coworkers with a positive attitude and a strong sense of self direction.